Ops Consulting And Transformation Associate Manager

VERTENTE MANAGER / TEAM LEADER

Enshored is seeking an experienced and driven Customer Support Team Leader to lead and develop a high-performing team of Customer Support Heroes supporting a global company in the active and adventure travel sector. The Team Leader will be responsible for day-to-day team management, ensuring service quality, operational efficiency, and team engagement.

Key Responsibilities

• Lead, coach, and motivate a team of Customer Support Heroes, fostering a positive and high-performing team culture.
• Set clear performance objectives aligned with business KPIs (CSAT, response times, resolution rates, quality scores).
• Conduct regular 1-to-1 meetings, performance reviews, and coaching sessions to support individual development.
• Monitor real-time team performance and adjust workload distribution to maintain SLA adherence.
• Identify training needs and coordinate onboarding and upskilling initiatives.