Pivot X:
At Pivot X, we serve as a strategic talent hub and back-office engine for U.S. companies. We provide top-tier HR outsourcing, team building, and workforce management.
Position Overview:
We are seeking an experienced and people-focused
Customer Service Team Lead to oversee daily operations and performance of our customer service team
supporting U.S.-based clients. In this role, you will ensure service excellence, coach agents, manage KPIs, and maintain high standards of customer satisfaction, quality, and compliance.
This position is ideal for a hands-on leader who excels in customer experience management and team development within fast-paced service environments.
Key Responsibilities:
- Lead, supervise, and support a team of customer service representatives
- Monitor daily performance, service levels, and KPI achievement
- Coach agents on communication skills, problem-solving, and customer empathy
- Ensure adherence to service standards, processes, and quality guidelines
- Handle escalated customer issues and provide effective resolutions
- Support onboarding and ongoing training of new team members
- Track and report team performance metrics and customer satisfaction results
- Collaborate with QA, operations, and management teams to improve service delivery
- Foster a positive, customer-centric, and high-performance team culture
Qualifications:
- Proven experience in customer service or call center environments, preferably in U.S. markets
- Previous experience in a team lead or supervisory role
- English proficiency at C1 or C2 level
- Strong leadership, coaching, and communication skills
- Excellent problem-solving and conflict-resolution abilities
- Experience using CRM systems and customer support tools
- Comfortable managing KPIs, SLAs, and performance metrics
- Customer-focused, organized, and resilient under pressure
- Team-oriented with a proactive and ownership-driven mindset
Why Join us?
- Growth Opportunities
- Collaborative Culture
- Learning & Development
- Competitive Compensation
- Tech-Gear Provided
Employment Type:
Work Schedule:
- Monday to Friday between 5:00 pm - 04:00 am (Amman time)
Explore Pivot X careers, learn our story, and join an inspiring team!
