Customer Support Team Leader

Lead Community Phone's B2C voice support team: own CSAT, retention and expansion KPIs, coach agents through 1:1s, run schedules and attendance, and report on performance. Remote from Egypt; 3+ years in support including 1+ year managing a team.

• Own team KPIs: CRI, CSAT, retention and expansion
• Coach agents with weekly 1:1s and improvement plans
• Manage schedules, attendance and rotating shifts
• Build reports and deep dives on team performance
• Hire, onboard and hold the team accountable
• Spend ~10% of the week on customer calls

• 1+ year managing a support team
• 3+ years in customer support
• Strong communication and feedback skills
• Analytical, with reporting experience
• Plus: HubSpot, Bright Pattern, Redash; telecom or tech support background

Community Phone is a cellular landline and wireless phone service provider. It connects traditional home and business phones to local cell towers without needing copper wires or internet/Wi-Fi. The service uses a proprietary base station with a built-in SIM card and external antennas to route calls through mobile networks. The company serves both residential and business customers, offering features like spam call blocking, number portability, smart call routing, multi-handset support, voicemail-to-text, and call forwarding. A backup battery keeps phones working for up to 26 hours during power outages. Customer support is available via phone, chat, or email, with an average wait time under two minutes.