Customer Services Team Leader

About the role

We are looking for a Customer Services Team Leader to join TLC Worldwide’s dynamic customer experience team. In this fast‑paced, hands‑on role you will lead a high‑performing group of agents, ensure service quality and drive operational excellence across our global reward‑based campaigns.

Key responsibilities

• Lead, coach and develop a team of Customer Service agents to meet KPIs and SLAs.
• Provide regular feedback, conduct performance reviews and support personal development.
• Oversee day‑to‑day service operations, manage ticket queues and inboxes (e.g., Zendesk) to ensure efficient workload distribution.
• Maintain accuracy and consistency in all customer communications and CRM systems.
• Support recruitment, onboarding and continuous capability building.
• Identify and implement process improvements to enhance quality and efficiency.

Required profile

• Proven experience leading customer service teams in a high‑volume environment.
• Strong problem‑solving mindset and ability to thrive under pressure.
• Excellent communication and people‑development skills.
• Commitment to creating a positive, accountable and high‑energy team culture.

Required skills

• Zendesk (ticketing system)

What we offer

• Dynamic, collaborative environment with exposure to global brands.
• Weekly development webinars through the People Academy.
• Annual wellness week, social events, and volunteering opportunities.
• Shareholder scheme and career‑growth programs supporting women in leadership.