Meet Compass

We are a full-service Business Process Outsourcer (BPO) that partners with brands to power growth through exceptional customer experience. Compass was built by e-commerce trailblazers who couldn’t find a customer service partner as innovative as they were—so they created it themselves.

While many companies view customer care as a basic cost center, we know it is a strategic engine for growth. By delighting customers, actively listening to their feedback, and translating those insights into actionable product data, we transform everyday support into a powerful tool for scaling businesses.

Because we do things differently, we set a high bar for our talent. In return, we operate with total transparency, treat our team fairly, and invest in your development. We don’t just want you to take a job; we want you to grow a lasting career with us.

About the Role

We are looking for an experienced Customer Service Team Lead to lead and support a team of Customer Service Associates. You will be responsible for team performance, coaching, customer experience, and day-to-day team support.

What You’ll Do

• Lead, coach, and motivate your team to meet Compass and client performance expectations.

• Monitor productivity, quality, attendance, schedule adherence, and other key KPIs.

• Conduct weekly 1:1s and provide regular coaching and performance feedback.

• Support agents with customer questions, escalations, systems, and complex issues.

• Ensure your team follows client processes, policies, and brand standards.

• Support new-hire onboarding and provide ongoing training and process updates.

• Communicate important updates, alerts, and changes to your team.

• Maintain a positive, engaged, and accountable team culture.

What We’re Looking For

1. Leadership Experience – 3+ years of direct Team Lead or Supervisor experience managing a team of 10+ employees.

2. Coaching & Development – Experience coaching, developing, and improving employee performance. Training experience preferred.

3. Communication & Problem Solving – Strong English communication skills with the ability to handle escalations, difficult conversations, and changing priorities.

4. Remote Work Ready – Reliable internet, comfortable working with multiple systems and applications, and able to work independently in a remote environment.

The Leader We’re Looking For

People-focused. Accountable. Resilient. Solutions-oriented.

You lead by example, stay calm under pressure, develop your people, and take ownership of team performance and customer experience.