NeoWork is hiring Team Leads to coach and lead frontline teams supporting U.S. clients. As a player-coach, you will drive performance, quality, and engagement while stepping in to handle complex cases yourself.

NeoWork is a integral staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.

Key Responsibilities

Lead, coach, and motivate a team of frontline agents or specialists

Monitor KPIs such as quality, productivity, and response times, and act on gaps

Run regular one-on-ones, feedback sessions, and performance plans

Handle escalations and complex cases directly

Communicate team performance and issues to managers and client stakeholders

Support onboarding and training for new team members

Qualifications

2+ years of experience as a Team Lead or Supervisor

Proven ability to improve team performance through coaching

Excellent spoken and written English

Strong communication and conflict-resolution skills





Comfortable with CRM, helpdesk, and reporting tools

Availability to work U.S. business hours

Based in Mexico, with a reliable home office setup and stable internet connection

Nice to Have

Experience in a BPO or contact center environment

Experience with QA scorecards and workforce management

Fluency in Spanish

Benefits

We offer health insurance for contractors

Holiday Extra Pay

The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.

This is a 100% home-based position

We prioritize the mental health of our team members and offer mental health days to support their well-being.

In addition to the base salary, performance-based incentives are provided.

There is an annual review and appraisal process in place.

There are ample opportunities for professional growth and advancement within the company.

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📌 Team Lead (Santiago Mexquititlán Barrio 1ro.)
🏢 NeoWork
📍 Santiago Mexquititlán Barrio 1ro.