Team Lead – Customer Support (Pioneer Account) Non-Voice | Technical Support | Gaming & Consumer Tech
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Required Qualifications
Experience: 5+ years in Customer Support, with at least 2 years in a leadership/Team Lead capacity within a technical support environment
Domain Expertise: Strong background in supporting consumer hardware and mobile apps; familiarity with networking and troubleshooting methodologies.
Communication: Exceptional written English skills with the ability to coach others on translating complex tech-speak into simple, friendly language.
Adaptability: Proven ability to lead through ambiguity and adapt to evolving processes in a fast-paced, pioneer environment.
Tools: High proficiency in CRM platforms (like Intercom) and documentation tools (like Notion).
Skills:
High level of initiative, accountability, and self-motivation
Strong customer service orientation
Ability to build a productive and highly engaged work environment
Maintain calmness and composure under tight pressure and provocations
Ability to work independently and take responsibility for seeing tasks through to completion
High attention to detail
Open to feedback and criticism
Critical thinking skills
Strong leadership, people management, administrative, and numeracy skills
Team facilitation and training skills
Commitment to delivering the highest quality first time
Proven ability to work to deadlines and under pressure with a positive attitude
Strong written and verbal English communication skills
Key Responsibilities
Lead a Pioneer Team: Oversee daily operations for a non-voice team, setting high standards for team engagement, culture, and delivery
Process Architecture: Collaborate with stakeholders to build and refine internal knowledge bases, Standard Operating Procedures (SOPs), and support workflows from the ground up.
Performance Management: Monitor and drive key metrics including CSAT, First Response Time (FRT), First Contact Resolution (FCR), and QA scores.
Technical Mentorship: Act as the Tier 2 escalation point for complex technical issues involving hardware setup, body-tracking technology, and app connectivity.
Quality & Coaching: Conduct regular QA audits and 1-on-1 coaching sessions to ensure the team maintains a warm, jargon-free, and empathetic communication style.
Feedback Loop: Aggregately surface recurring product bugs and customer pain points to the client’s product team to drive long-term improvements.
Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation
Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
Carry out a needs assessment and performance reviews
Act as subject matter expert for all work-related duties
Practice and ensure compliance with all policies and procedures of the company
Coordinate and cooperate, and collaborate with fellow leaders serving a shared customer base to ensure a seamless customer experience
Coordinate with Recruitment, IT, and liaise with the HR team
Strictly adhere to all organizational security policies and procedures, proactively maintaining up-to-date knowledge through mandatory training and ensuring the immediate reporting of all suspicious activities or security incidents.
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.