Team Leader

About The Role

We are looking for a Member Care Team Lead to join the team. This is a permanent work from home position based in the US


Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 3.5 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more


This is an exciting opportunity for someone with managerial qualities and with a focus on growth. The successful will be responsible for leading and managing a team of customer service representatives to ensure the delivery of high-quality service to our clients. You will oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. This role requires strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management.

WHAT YOU'LL BE DOING

• Working as part of the Operational management team and being a key point of contact for day-to-day operations for both, Otonomee and the client .   
• Foster a culture of accountability, collaboration, and continuous learning within your team. 
• B uild trust , engagement and rapport with your team by using strong communication and interpersonal skills , and emotional intelligence , with the view to nurture a positive, inclusive and productive environment taking into account that ever yone works remotely .
• Acquire and transfer the knowledge of tools and associated workflow processes, ensuring team members are fully briefed on  new information (Issues, new product information, new releases) within agreed time scales.   
• Assist in developing and streamlining procedures, and implement any process or system changes that will drive efficiencies and improvements    
• Coach, motivate, reward, counsel, and assist support performance through 121’s, team meetings, and ad hoc feedback.  
• Ensures and monitors that compliance guidelines are being followed, supporting and  maintaining service management, identifying gaps in knowledge articles, and addressing those gaps.   
• Monitor , establish , and analyze performance trends, to drive improved performance  
• Ensure that service level targets are  constantly monitored , and impacts are promptly managed effectively when making team decisions - including authorization of training requests, team briefings, and any other absence.   
• Drive the internal escalation process to identify potential issues that may affect operations and service delivery, and propose resolutions for the same    
• Implement and  facilitate the personal and professional development of your team by giving them constructive feedback 
• Resolve complex problems, questions, or complaints, elevating or escalating specific problems to the appropriate team .  
• Provide a high level of customer service and/or technical support and understand the nuances of how it applies within the organization.  

Your profile

About You

You must have a minimum of 4 years’ Team Management experience, managing a team of Customer Support Advisors in a BPO/ Contact Centre environment   

• Effective communication skills
• A bility to develop a constant improvement men tality within the team
• Excellent root cause analysis capabilities
• You are competent in providing high-level support to both team members and customers   
• You can  demonstrate high levels of initiative with the abilit y to plan and prioritise tasks  
• You are proven to be organised, methodical and rigorous.     
• You have strong problem-solving skills with the ability to quickly  identify key issues and provide effective solutions.   
• You are a team player able to develop great relations with all internal teams.    
• Have a growth mindset and are a proactive, self-motivated individual   
• Have remote working experience and capabilities.  
• English Proficiency & Comprehension (spoken and writte n)

Why us?

• Fully R emote work based in the US , Georgia, Florida or North Carolina
• Work with an Irish Company that is scaling
• 12 days PTO and 3 days sick pay
• 401k and Health Insurance contribution
• An Oura Ring so that you can provide great customer support.
• Full time position.
• Referral Program
• Equipment provided
• A Otonomee Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.

OUR RECRUITMENT PROCESS


Our recruitment process is 4 stages.

1. 45 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team
4. 45 minute Interview with Ops Management

About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies.


Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands.


Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia.


Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow