Team Leader

About the role The Team Leader leads a frontline team of Customer Service Representatives or Content Moderators at the Corpshore Samarkand site. You own your team daily performance against client SLAs and quality targets, coach and develop your people, handle escalations, and keep your team engaged and present. You are the bridge between the frontline and the Operations Manager, and the first line of leadership for a fast growing multilingual operation. What you will do - Lead a team of frontline agents in daily delivery, owning service level, quality, and adherence targets. - Run daily huddles, monitor real time performance, and rebalance work to hold coverage across 24/7 shifts. - Coach individuals through quality feedback, side by side support, and development plans. - Handle escalations and policy sensitive cases, and escalate further when needed. - Own team attendance, engagement, and attrition, and support new hires through ramp up. - For moderation teams, uphold the Trust and Safety Wellness Framework including break protocols and wellness check-ins. - Report team performance and surface trends to the Operations Manager. What we are looking for - At least 2 years of frontline experience in customer service, content moderation, or technical support, with at least 1 year as a team lead, senior agent, or supervisor. - Track record of hitting SLA and quality targets and developing people. - Comfortable with workforce scheduling and real time performance management. - Bachelor degree preferred. - English at B2 or above on the CEFR scale, C1 preferred, for reporting and client facing work. - Working proficiency in Russian or Uzbek. Kurdish (Sorani), Spanish, or Turkish is an asset. - Calm under pressure, fair, and a strong communicator and coach. What we offer - Competitive Samarkand compensation for frontline leadership. - Performance bonus tied to team SLA, quality, and attrition. - Full benefits including statutory leave, health coverage, and IT Park resident wage protections. - Structured leadership development and a defined path to Operations Manager. - Modern workspace in the Corpshore Samarkand delivery center. Location and engagement Samarkand, Uzbekistan. Full time employee on an indefinite contract under Uzbekistan labor law. Reports to the Operations Manager, Corpshore Samarkand. Pre-employment screening Offers are conditional on screening including a criminal background check through the Ministry of Internal Affairs of the Republic of Uzbekistan, education and employment verification, identity and right to work checks, and drug screening. Candidates with prior criminal convictions are not eligible.