Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
The Position
The Team Lead builds on the agent role with added responsibilities in real-time queue management, agent coaching, and operational leadership. This is a working lead position that balances direct customer support with team coordination and performance oversight. The Team Lead ensures smooth day-to-day operations, guides agent development, and escalates issues as needed to maintain a high standard of support across all queues.
Responsibilities
In addition to the responsibilities of the Customer Support Specialist when necessary, the Team Lead will:
Real-Time Operations
- Act as daily floor lead for Support overseeing shift coverage, monitoring queues, and responding to increased case volume when needed.
- Manage key operational channels such as Salesforce queues, the MS Escalations inbox, Manager Dashboards, and team chat platforms.
- Regularly handle customer cases to stay connected to the customer experience, while focusing primarily on team support and leadership.
- Ensure accurate case routing, correct misassigned tickets, and perform quality spot checks.
- Assign overflow or time-sensitive cases and monitor team workload to maintain SLA targets.
- Proactively surface issue trends or potential product defects and escalate to management for broader visibility or resolution.
- Collaborate with cross-functional teams to resolve complex or recurring issues and stay aligned with product changes, roadmaps, and release updates.
- Support achievement of team performance goals, including response time SLAs, resolution time, CSAT, and quality metrics, through active case management, coaching, and real-time guidance.
Coaching & Team Leadership
- Co-lead daily standups to align on priorities and share key updates.
- Conduct at least 3 call observations per agent each month with documented, actionable feedback.
- Guide new hires through orientation and ensure system access and onboarding steps are completed.
- Lead live training sessions and support peer enablement for both the Senior AP and Senior Support teams.
- Provide real-time coaching and technical guidance in person and via Teams chat.
- Partner with the Team Manager on formal coaching and development efforts.
- Serve as point of escalation for unresolved customer issues, engaging management as needed.
- Provide hands-on support during peak periods or high-priority case escalations.
What You Bring
- 2+ years in customer support
- Direct experience mentoring peers and handling customer escalations
- Strong grasp of support operations, including queue management and ticket handling best practices
- Clear, confident communicator who leads by example
- Proficient with Salesforce, Jira, Teams, and other key support tools
- Skilled at balancing frontline support with broader team leadership
- Available during U.S. day shift hours
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
