Dynamic Customer Support Leader Remote Operations, Team Management & KPI

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Welcome to worksphere Where Customer Delight Fuels Innovation

worksphereis a fastmoving, technologydriven startup that is redefining how people stay connected with the services they rely on every day. Our mission is simple: empower every customer, no matter their age or technical background, to experience seamless, stressfree support. With a rapidly expanding global footprint, we are building a culture that celebrates curiosity, continuous improvement, and the relentless pursuit of excellence. As we scale, we need visionary leaders who can turn data into action, inspire frontline agents, and champion a customerfirst mindset across the organization.

Why Join worksphere

At

worksphere, you will be part of a vibrant, remotefirst team that values autonomy, creativity, and impact. We offer:

Competitive compensationranging from $1,700$2,500USD per month, calibrated to experience and performance.

Comprehensive benefitsincluding health coverage, paid time off, and a professional development stipend.

Clear career pathways move from team lead to senior management as you demonstrate results.

Cuttingedge toolssuch as Zendesk, Chargebee, and a custom analytics dashboard that empower you to make datadriven decisions.

Global community collaborate with teammates across continents while enjoying a flexible schedule that respects your personal rhythm.

Our Vision for the Customer Support Leader RoleWe are looking for a resultsdriven, empathetic, and analytical leader who can elevate our support operations to the next level. This role sits at the intersection of people management, process optimization, and strategic analysis. You will own the endtoend experience of our customers, ensuring that every interactionwhether via ticket, phone, or chatdelivers measurable value and reinforces the

workspherebrand promise.

Key Responsibilities

Queue Management:Oversee ticket and call queues, ensuring optimal assignment, minimal wait times, and adherence to service level agreements (SLAs).

KPI Monitoring & Reporting:Track, analyze, and report on core metrics such as Average Speed of Answer (ASA), Average Handle Time (AHT), AfterCall Work (ACW), and First Contact Resolution (FCR). Translate insights into actionable improvement plans.

Team Leadership & Coaching:Conduct regular oneonones, performance reviews, and realtime coaching sessions. Foster a culture of continuous learning and peer mentorship.

Escalation Handling:Serve as the senior point of contact for complex or highimpact customer issues, ensuring swift resolution and preserving brand reputation.

Process Development:Create, refine, and enforce Standard Operating Procedures (SOPs) that streamline workflows, reduce friction, and improve agent efficiency.

Training & Development:Design and deliver onboarding and ongoing training programs that keep agents uptodate on product changes, communication best practices, and technical troubleshooting.

Upselling & Revenue Growth:Partner with the sales enablement team to set and achieve upsell quotas, while maintaining a customercentric approach.

Collaboration with Leadership:Work closely with the Director of Customer Experience to align support initiatives with broader company objectives.

DataDriven Decision Making:Leverage Zendesk, Chargebee, and internal analytics to identify trends, forecast demand, and recommend staffing adjustments.

Employee Engagement:Implement recognition programs, wellness initiatives, and feedback loops that keep morale high and turnover low.

Essential Qualifications

Minimum5 yearsof handson experience in customer support, preferably within a technical or SaaS environment.

At least2 yearsof proven experience managing a customerfacing team, with a track record of meeting or exceeding KPI targets.

Exceptional oral and written communication skills; ability to convey complex concepts in clear, friendly language.Demonstrated ability to multitask, prioritize, and meet tight deadlines without sacrificing quality.Strong analytical mindset with experience turning raw data into strategic recommendations.Personable, motivational leadership style that inspires confidence and accountability.Familiarity withZendeskand

Chargebeeis preferred, though not mandatory.

Preferred Skills & Attributes

Experience designing and delivering remote tr .