Team Lead - Virtual Assistant Team

*MAKE SURE TO READ THE DESCRIPTION AND QUALIFICATIONS** PUT I HAVE READ THE JDTL**

OR you will be disqualified automatically

Job Overview:
We are hiring a Team Lead to oversee a team of Virtual Assistants. The Team Lead will serve as the main point of contact, ensuring smooth operations and managing team performance. This role requires leadership skills, customer service experience, and knowledge of order processing and logistics. While experience in these areas is a plus, it’s not a requirement for the right candidate.

Key Responsibilities:
- Handle customer inquiries via chat and email related to licensing, trucking operations, and order processing.
- Provide clear, concise, and empathetic responses to customers.
- Effectively de-escalate customer concerns and ensure customer satisfaction.
- Complete assigned training modules and participate in role plays, mock chats/emails, and shadowing.
- Maintain accurate and timely documentation of customer interactions.
- Adhere to scheduled shifts (9am-5pm EST, Monday to Friday) and be available for overtime if necessary.
- Follow all customer-specific guidelines, tools, and systems as part of the operational process.

Qualifications:
- Proven experience in customer support (preferably in digital channels like chat and email).
- Familiarity with order processing, trucking, logistics, and/or supply chain is a plus.
- Strong communication, de-escalation, and problem-solving skills.
- Ability to work independently and handle multiple tasks simultaneously.
- Self-motivated, reliable, and tech-savvy with the ability to quickly learn new tools and systems.
- Must be flexible and willing to work additional hours as needed.