Team Lead – Service Delivery

About the role

As a Service Delivery Team Lead you will mentor, coach and motivate a team of front‑line advocates to deliver high‑quality customer experiences. You will act as the first‑line manager, handling associate questions, issues and customer escalations while ensuring service level targets are met.

Key responsibilities

• Supervise daily activities of a team of advocates, providing constant support and ensuring service levels are achieved.
• Handle customer escalations, provide technical and production support, and integrate best practices across teams.
• Analyze team performance, conduct call monitoring, and deliver feedback and education to improve outcomes.
• Identify and solve complex problems, gather insights, and influence overall strategy and growth.

Required profile

• Demonstrated leadership experience in a call‑center or operational environment, with a focus on coaching and developing associates.
• Strong communication and interpersonal skills, able to engage with staff at all levels.
• Ability to multitask in fast‑paced, high‑pressure settings and understand upstream/downstream impacts.

Required skills

• Proficiency with call‑center systems.
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel

What we offer

• Knowledgeable, encouraging and present leadership.
• Diverse, community‑minded organization with strong focus on inclusion.
• Career‑growth opportunities and extensive learning programs.
• Competitive compensation, performance bonuses and comprehensive benefits.