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Remote Customer Service Team Lead Jobs in Puerto Rico

Firstsource

Customer Service Representative

Mayaguez, PR · Remote

$16 - $21.75/hr

Remote-NearShore Job Type: Full-time About Firstsource Firstsource Solutions is a leading provider ... services. Firstsource specialises in helping customers stay ahead of the curve through ...

InsuraTec

Sales Representative (Remote)

Guaynabo, PR · Remote

... and insurance services. We're looking for driven individuals to join our team as Sales ... Customer Support : Offer excellent support to resolve client inquiries and concerns. * Sales ...

InsuraTec

Sales Representative (Remote)

Mayaguez, PR · Remote

... and insurance services. We're looking for driven individuals to join our team as Sales ... Customer Support : Offer excellent support to resolve client inquiries and concerns. * Sales ...

InsuraTec

Sales Representative (Remote)

San Juan, PR · Remote

... and insurance services. We're looking for driven individuals to join our team as Sales ... Customer Support : Offer excellent support to resolve client inquiries and concerns. * Sales ...

InsuraTec

Sales Representative (Remote)

Fajardo, PR · Remote

... and insurance services. We're looking for driven individuals to join our team as Sales ... Customer Support : Offer excellent support to resolve client inquiries and concerns. * Sales ...

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Remote Customer Service Team Lead information

What is a remote customer service team lead?

A Remote Customer Service Team Lead is a professional responsible for managing and guiding a team of customer service representatives who work from various locations, typically outside a central office. This role involves monitoring team performance, providing training and support, resolving complex customer issues, and ensuring quality service standards are maintained. The Team Lead also acts as a liaison between the team and upper management, helping to implement company policies and improve customer satisfaction. Strong communication, leadership, and problem-solving skills are essential for success in this position.

How does a remote customer service team lead effectively manage and support a distributed team?

As a Remote Customer Service Team Lead, you will leverage digital communication tools to oversee team performance, provide coaching, and foster collaboration among geographically dispersed agents. Frequent video meetings, clear documentation, and real-time messaging platforms are essential for maintaining team cohesion and ensuring everyone is aligned with company goals. You'll also monitor key performance metrics, handle escalations, and create an inclusive environment where team members feel supported despite the lack of face-to-face interaction. This role requires strong organizational skills and the ability to adapt leadership techniques to a virtual setting.

What are the key skills and qualifications needed to thrive as a remote customer service team lead, and why are they important?

To thrive as a Remote Customer Service Team Lead, you need strong leadership, problem-solving abilities, and experience in customer service management, often supported by a relevant degree or prior supervisory experience. Familiarity with CRM platforms, ticketing systems, and communication tools like Slack or Zoom is typically required. Outstanding communication, emotional intelligence, and the ability to motivate remote teams are crucial soft skills. These competencies ensure efficient team coordination, high-quality customer support, and the achievement of service goals in a virtual environment.

What is the difference between Remote Customer Service Team Lead vs Remote Customer Service Representative?

AspectRemote Customer Service Team Lead
CredentialsExperience in customer service, leadership skills, possibly supervisory certifications
Work EnvironmentLeads a team, manages workflows, provides training and support
Employer UsageUsed by companies to denote a supervisory role overseeing customer service reps
Search IntentPeople looking for leadership roles in customer service, team management positions

The Remote Customer Service Team Lead typically has leadership responsibilities, overseeing a team of customer service representatives, providing guidance, and managing workflows. In contrast, a Remote Customer Service Representative primarily handles customer inquiries without supervisory duties. Both roles require strong communication skills and customer service experience, but the team lead position emphasizes leadership and management skills.

What are popular job titles related to Remote Customer Service Team Lead jobs in Puerto Rico?

For Remote Customer Service Team Lead jobs in Puerto Rico, the most frequently searched job titles are:

What job categories do people searching Remote Customer Service Team Lead jobs in Puerto Rico look for?

The top searched job categories for Remote Customer Service Team Lead jobs in Puerto Rico are:

What cities in Puerto Rico are hiring for Remote Customer Service Team Lead jobs?

Cities in Puerto Rico with the most Remote Customer Service Team Lead job openings:

Remote Customer Service Team Lead jobs near you
Infographic showing various Remote Customer Service Team Lead job openings in Puerto Rico as of August 2026, with employment types broken down into 60% Full Time, and 40% Part Time. Highlights an 100% Remote job distribution.

Associate, Team Lead, Retail Channels (ATL)

Oriental Bank

Bayamon, PR • Remote

$15.25 - $17/hr

Full-time

Posted 4 days ago

Job description

The Associate, Team Lead, Retail Channels (ATL), contributes to the overall success of the Remote Channels area by providing thorough support ensuring efficiency and customer satisfaction. The ATL partners closely with the Advisors (Supervisors) and Associates, and works on-site in Minillas (Bayamon, PR)

MAJOR DUTIES AND RESPONSIBILITIES:

  • Observe and monitor customer traffic to ensure high quality services while meeting Service Level Agreements (SLA).
  • Helps and support the Advisor and Associates with operational issues for an agile service execution and case resolution.
  • Clarify operational, technical, or service doubts to agents in order to comply with first contact resolution objective and metrics.
  • Provides orientation and thorough advise on efficient quality processes.
  • Just in time feedback to Associates tied to call management such as identity validation, SHINE, customer issue / problem resolution, among others.
  • Coordinate and oversee Remote Channels Associate schedule, attendance, peak time availability, adherence and appropriate time and attendance matters.
  • Maintains focus on solutions through our digital channels and promote sales referrals as required.
  • Managers outbound/inbound calls providing superior customer service.
  • May assist with job shadowing and other Remote Channels people needs.
  • Oversees and supports queues and call traffic including KPIs and established service levels.
  • Other duties may be assigned.

EDUCATION AND EXPERIENCE:

  • Associate degree or technical certificate required. Business Administration major, or related field, preferred.
  • Two (2) years of customer service / call center environment experience required.
  • Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
  • Demonstrated ability to analyze problems/issues, gather data and information, evaluate and recommend alternative solutions.
  • Excellent communication skills and the ability to work collaboratively and effectively with diverse staff, colleagues, and clients.
  • Proficiency in MS Office (Word, Excel, Outlook), reporting systems required. Knowledge of existing business applications (Horizon, Metavante, AWS Connect, etc) highly preferred.
  • Fully Bilingual - English and Spanish (written and verbal) required.
  • Flexibility to work through existing shifts in the Remote Channels and availability to adapt to operational needs.

WORK AUTHORIZATION & ELEGIBILITY:

  • Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
  • Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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