[HELLOCONNECT] Team Leader - Blended Customer Care

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.

We are seeking an experienced, foundational Team Leader to spearhead operations for a brand-new customer care support campaign in the e-commerce meal and food retail space. In this blended campaign—spanning email, phone, and social media channels—you will be responsible for building, motivating, and managing a high-performing team of customer care specialists. Your primary focus is to establish the account's operational benchmarks, manage day-to-day omni-channel metrics, and maintain a seamless, direct feedback loop with the client team during regular syncs and check-ins. If you are a proactive leader who thrives during account launches and excels at driving team productivity, phone SLA adherence, and customer care quality, this role allows you to make an immediate strategic impact.

What You’ll Do

Client Relationship Management

Support the Customer Success Manager (CSM) as the primary point of contact for assigned clients.

Understand client needs and expectations, ensuring they are met or exceeded in daily operations.

Maintain regular day-to-day interaction with the client to ensure smooth operations and alignment.

Conducts weekly business meetings and performance read outs

Act as an advocate for the client within the organisation, escalating concerns to the CSM when required.

Team Management

Lead, motivate, and mentor a team of 10-15 agents.

Set performance expectations and monitor daily results

Conduct coaching, performance reviews, and regular team huddles

Maintain attendance, schedule adherence, and team engagement