Customer Support Team Lead(Freelance)

From the original posting

Remote job Key Responsibilities Team Leadership & Performance Lead a high-volume Customer Support team, driving performance against SLAs, quality, productivity, response time, resolution time, and backlog targets. Coach, train, motivate, and hold agents accountable through QA scoring, 1:1s, performance management, and disciplinary processes when required. Set team goals, track KPIs, and report performance trends to leadership. Billing & Escalations Oversee subscription and billing operations — renewals, cancellations, refunds, payment issues, disputes, and chargebacks. Act as the final…