What You’ll Do:
- Lead and manage the daily activities of the customer support team
- Guide team members and help them improve their communication and sales performance
- Monitor inbound and outbound calls to maintain service quality
- Handle complex customer concerns and escalated support cases
- Communicate professionally with U.S. customers through calls and written channels
- Help the team convert qualified customer inquiries into sales
- Set performance targets and track individual and team results
- Provide regular coaching, feedback, and performance support
- Prepare reports on call quality, customer issues, sales, and team performance
- Remain available outside regular hours for urgent calls and escalations
- Coordinate with management to resolve recurring customer concerns
What We’re Looking For:
- Proven experience in a customer support management or team lead role
- Experience supporting U.S. customers is strongly preferred
- Fluent written and spoken English
- Comfortable handling inbound and outbound calls
- Proven ability to convert qualified leads into sales
- Strong leadership and team management skills
- Ability to handle escalations calmly and resolve issues effectively
- Strong communication and interpersonal skills
- Target-driven mindset with the ability to motivate a team
- Willingness to provide paid on-call support outside regular working hours
- Ability to remain responsive when urgent calls arise outside the regular shift
Preferred Qualifications:
- Graduates from Dhaka University, IUB, NSU, AIUB, or BRAC University will be given preference
- Candidates with an English-medium academic background will be given preference
- These academic preferences are not mandatory for candidates with strong experience and communication skills
Bonus Skills:
- Experience with CRM or customer support management software
- Previous experience managing a phone-based sales or support team
- Experience with customer retention and follow-up calls
- Familiarity with e-commerce or digital service businesses
- Experience monitoring call quality and team performance metrics
Why Join Brand’s Bro?
- Work with international customers and growing global brands
- Take ownership of a customer support and sales team
- Earn sales commission based on performance
- Receive additional compensation for on-call availability
- Develop your leadership and customer management skills
- Work with a collaborative team in a fast-growing company
