Team Lead

Who We Are

Sirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions. Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains.

Our Culture

We create and build human connections through technology. We encourage work-life balance for our part- and full-time employees. We are a fun remote family that encourages diversity, inclusivity, and respect. Communication and teamwork are important to us because we rely on each other individually and collectively as one large happy family to produce top-notch results.
What makes our employees happy is a caring remote environment with regular employee engagement and development. We are competitive and strive to live by our success mantra: Define, Measure, Analyze, Improve, Control, and Repeat

What We Offer

It is an opportunity to work at one of the few truly global, truly remote work organizations, and to learn from highly-skilled people with a focus on developing our employees through coaching and mentoring.

• Exposure to multi-disciplinary areas and hands-on experience with a variety of work
• Daily and weekly team and group meetings
• Regular coaching sessions to help you learn and improve
• Clear feedback so you always know where you stand

Who You Are

If you resonate with what you have read so far, this is who we are looking for:
You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements.

Key Responsibilities

• Supervise and mentor a team of 10-15 CSR agents, providing coaching and performance feedback
• Monitor real-time team performance metrics and implement corrective actions as needed
• Conduct regular one-on-one meetings and performance reviews with team members
• Handle escalated customer issues and complex cases requiring management intervention
• Collaborate with Operations Manager to implement process improvements and best practices
• Ensure adherence to quality standards, SLAs, and company policies
• Participate in hiring, training, and onboarding of new team members
• Generate team performance reports and present insights to management
• Foster a positive team culture and maintain high employee engagement

Qualifications

• 3+ years of customer service experience with at least 1 year in a leadership role
• Proven track record of meeting and exceeding performance targets
• Strong interpersonal and communication skills
• Experience with CRM systems and workforce management tools
• Ability to make quick decisions and resolve conflicts effectively
• Bachelor’s degree preferred but not required with relevant experience
• Flexibility to work various shifts including weekends as needed

Key Skills

Leadership Performance Management Coaching Data Analysis Problem Solving Communication

Eligibility Requirements

To be eligible to apply for any position at Sirius Support, you will need:

• A stable internet connection of at least 50 Mbps up and down
• A laptop or desktop, PC or Mac or Linux based operating system, dual core processor with at least 8GB or RAM
• A webcam and headset
• A quiet place to work
• A go-getter attitude and a willingness to learn and teach
• Energy and excellent ability to communicate with customers

Excellent command of the English language – comprehension, spoken and written

Why Join Sirius Support?

✅ Work from home – No commute, comfortable environment, better work-life balance
✅ Skill development – Gain valuable customer service and technical support experience for your career
✅ Supportive team – Dedicated support from Sirius operations, training, and technical teams
✅ Future opportunities – High performers may be considered for additional Sirius Support programs and extended contracts

Application Process

1. Submit Application – Complete online application with resume
2. Screening and Technical Assessment– Brief conversation to assess fit and answer questions. Verify equipment and connectivity meet requirements
3. Background Check – Comprehensive screening
4. Training Enrollment – Access to online training platform
5. Go Live

Equal Opportunity

Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Questions?

Email: recruitment@sirius-support.com