Customer Care Team Leader (Gorgias)

The Role

At HelloConnect, you will be part of a dynamic team in (Inoza tower, BGC) that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

As Team Leader, you drive operational excellence and accountability by managing daily agent performance, maintaining quality standards, and acting as a strategic liaison between leadership, clients, and frontline staff—fostering a high-performance culture in collaboration with CX and Training experts. You will be contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Team Leadership & Coaching: Drive agent development, performance, and recruitment through regular 1-on-1s, root-cause analysis, direct feedback, and dedicated onboarding.

Operational & Administrative Oversight: Oversee daily queue coverage, workforce management, schedule planning, payroll/timekeeping, and complex issue escalations.

Hands-on Core Support: Spend 20% of time performing core customer service tasks to maintain a grounded understanding of front-line operations and assist during high volumes.

Recommendation-Led Communication: Provide proactive, solution-oriented updates to stakeholders and CS Leads, emphasizing actionable proposals over passive status reporting.

Continuous Improvement & QA: Partner with cross-functional experts to address skill gaps, refine workflows, and streamline processes using data-driven insights.

AI & Platform Optimization: Leverage approved AI tools and CX platform capa