Team Lead | Customer Service | Peru | On-site

Here’s the deal!

This is more than a Team Lead role—it’s an opportunity to lead a customer service team responsible for creating great experiences for players while resolving issues quickly, accurately, and professionally.

As a Team Lead, you'll be responsible for guiding and supporting a team of Customer Service Representatives handling customer interactions through email and live chat. You'll help your team navigate billing questions, account inquiries, disputes, and general questions related to sweepscoins while ensuring they consistently meet quality, productivity, and customer experience expectations.

You'll be the first point of escalation for your team, helping representatives solve complex cases, providing coaching and feedback, identifying process gaps, and working closely with internal teams to ensure customers receive the right resolution.

Your day-to-day!

Lead, support, and motivate a team of Customer Service Representatives

Monitor team performance against quality, productivity, attendance, and customer experience goals

Provide real-time support and guidance for complex customer interactions and escalations

Review customer interactions to identify coaching opportunities and ensure compliance with processes and policies

Coach team members on communication, problem-solving, de-escalation, and customer experience

Handle escalated billing inquiries, payment issues, disputes, and account-related concerns

Ensure accurate documentation and adherence to established processes

Identify recurring customer issues and communicate trends to Operations and internal teams

Conduct regular one-on-ones, coaching sessions, and performance follow-ups

Provide clear feedback and create action plans when performance improvement is needed

Support new-hire onboarding, nesting, and ongoing training as required

Work closely with Operations, Quality, Training, and other internal teams to resolve issues and improve processes

Help identify opportunities to improve workflows, knowledge resources,



and customer experience

Maintain team engagement and accountability in a fast-paced environment

Ensure appropriate coverage and adherence to assigned schedules, including weekends when required

Lead by example by consistently demonstrating professionalism, empathy, ownership, and excellent written communication

What you need

Advanced English, with excellent written and verbal communication skills

At least 2–3 years of Customer Service experience

At least 1 year of experience in a Team Lead, Supervisor, or similar leadership role

Experience supporting customers through email and/or live chat is highly preferred

Strong understanding of customer service KPIs such as CSAT, QA/Quality, productivity, response time, and attendance

Excellent problem-solving and critical-thinking skills

Strong coaching and people-management abilities

Ability to provide constructive feedback and manage performance professionally

Strong organizational skills and attention to detail

Ability to remain calm and effective when handling escalations and difficult situations

Comfortable multitasking across multiple systems and applications

Ability to analyze performance data and identify trends or opportunities for improvement

Proactive mindset with strong ownership and accountability

Reliable internet connection and a distraction-free workspace

Availability to work assigned schedules, including weekends if required.

Work Schedule

- Operations run Monday to Friday, from 6:00 AM to 3:00 PM.
- Weekend shifts, when scheduled, run from 5:00 AM to 2:00 PM.
- Transportation to the office is provided for weekend shifts.
- You’ll work 40 hours per week, with five 8-hour shifts, a 1-hour meal break, and two days off per week.

Work Modality: On-Site to Hybrid

Start your journey working on-site for the first four months. We're located in Distrito de Magdalena limite con San Isidro. After this period, you may transition to a hybrid work arrangement, provided you maintain:

- Good performance
- Consistent attendance
- A reliable internet connection
- Residence within Lima

Sueldo: S/.3,000.00 al mes

Lugar de trabajo: Empleo presencial

📌 Team Lead (Lima)
🏢 Helpware
📍 Lima