Customer Service Team Leader

about us: battleface is building a humanity-focused travel insurance company that brings people and the world together. For too long, travel insurance has focused on the company rather than the customer. We’re changing that by connecting travelers with customized insurance solutions that provide the right coverage at the right price, where and when they need it. We’re looking for a Customer Service Team Leader to provide hands-on support, coaching, and day-to-day guidance to a team serving customers across multiple channels and geographies. about you: You’re an experienced contact center leader who embraces innovation, technology, and the opportunity to help others. You use data and customer feedback to guide decisions, improve performance, and support our core principles. You’ll help move our global operations forward by delivering an exceptional customer experience and developing a capable, confident, and engaged team. In this role, you will: Provide day-to-day leadership, support, and direction to Customer Service team members. Coach team members through regular feedback, one-to-one conversations, and practical development plans. Help onboard and train new team members including the creation and management of knowledge resources. Monitor service, quality, productivity, and workload in an omnichannel environment. Participate in quality-calibration sessions to promote fair and consistent evaluations. Support customer and system escalations, taking ownership of complex cases when needed. Share frontline feedback on business initiatives, processes, and technology that affect the Customer Service team or customer journey. Foster a supportive and accountable team environment built on active listening, patience, empathy, and kindness. Step into frontline customer-support activity when service levels or business needs require it. essentials At least two years of experience in a team leader, supervisor, senior agent, or comparable customer-service leadership role. Experie