Jobs Dominican Republic

Customer Service Team Lead (Entry-level Employee)

Job Title	Customer Service Team Lead (Entry-level Employee)
Employer	Rare Patient Voice
Adress: Country	Dominican Republic
Address: City	Dominica
Work type	Full-time
Expected Salary	91358 DOP
Posting Date	Tue Jun 10 2025
End Date	Tue Jun 17 2025

Description:

We’re scaling fast and looking for a Call Center Supervisor who’s not afraid to lead from the front — headset on, sleeves rolled up. You’ll oversee daily operations, ensuring agents meet performance goals while maintaining professionalism and empathy in every call. You’ll lead by example — jumping in when needed, staying calm under pressure, and making sure your team feels supported. You’ll be the person they turn to when a call goes sideways, a customer gets emotional, or burnout starts to show — and you’ll be ready. You’ll provide real-time coaching, deliver constructive feedback, and celebrate wins both big and small. You’ll handle escalated calls with patience and clarity, turning difficult moments into positive outcomes. You’ll keep morale high through honest communication, clear expectations, and a culture of accountability. You’ll enforce compliance with company procedures, industry regulations, and internal quality standards. You’ll balance empathy with accountability and create a team that’s both kind and consistently effective. You’ll run performance huddles, one-on-ones, and team check-ins — not just to manage, but to lead.

Basic Qualifications:

• Support multi-channel communication—voice, email, live chat, and sometimes social media—depending on customer support structure.
• Handle escalated calls or complex cases with professionalism, working to turn customer concerns into solutions while modeling ideal behavior.
• Encourage agent feedback and involve the team in testing or refining new scripts, tools, or approaches.
• Lead by example—handling calls during peak times, helping with challenging conversations, and staying visible on the floor.
• Coach, mentor, and support call center agents to meet KPIs such as call handling time, customer satisfaction, and first-call resolution.

Preferred:

• Can prepare reports, track KPIs, and present insights to management regularly.
• Familiar with call center software and CRM tools such as Zendesk, Five9, Talkdesk, or Salesforce.
• Comfortable managing remote, hybrid, or in-office call center teams across time zones.
• Supports a feedback-friendly environment where learning and accountability are prioritized.
• Understands how to maintain service-level agreements (SLAs) and handle peak periods efficiently.

Benefits:

• And yes, we’ll celebrate your impact — not just with numbers, but with trust.
• We celebrate call saves, escalations that didn’t escalate, and agents who grow under your wing.
• Access to software like Zendesk, Talkdesk, Salesforce, and QA dashboards — plus performance tools that make sense.
• We’ll recognize your wins, respect your judgment, and give you the tools to lead effectively.
• You’ll make a difference daily — for agents, for customers, and for how support *feels* inside the company.

You’ll make sure your team knows the “why,” not just the workflow. You’ll handle quiet hours with quiet productivity, and rushes with clarity and quick communication. You’ll bring structure where needed and flexibility where it helps people do their best work. You’ll take escalations seriously, but not personally — and teach your team to do the same. You’ll build trust with your team by being present, fair, and consistent, even when things get tough. You’ll help onboard new night staff and make them feel confident and connected, even across time zones. If you’re excited to build something, coach people, and hold it all together under pressure — this role’s made for you. You’ll be the reason customers feel supported — no matter the hour, no matter the issue. If you believe that great service doesn’t sleep, and neither does great leadership — we’re ready to welcome you to the night shift.