Team Lead
Internally we call this the team-lead role. You run a pod of specialists during your shift; coach in real time, review tricky conversations, and own pod-level revenue and retention.
- Location
- Remote, Global
- Employment
- Full-time
- Compensation
- Senior USD base + team-performance bonus
Applications are opening soon. In the meantime, email us a short note and we’ll reach out when the formal application goes live.
Team Leads are the operational backbone of the agency. You run a pod of three to six specialists during a defined window (EU, US, or APAC), coach them in real time, review tricky conversations before they send, and own every revenue and retention metric the pod produces. You came up through the Customer Engagement Specialist or Quality Specialist track here at Lyon Partners; we don't hire externally for this seat. Leadership is earned within the company by people who have done the specialist work themselves and understand it cold.
Responsibilities
- Lead a pod of three to six specialists through your shift; coach and review in real time.
- Own pod-level revenue, retention, and response-time KPIs; run a weekly pod review with ops leadership.
- Handle sensitive escalations personally: refunds, high-ticket audience members, content disputes.
- Partner with the founder and ops team on the creator relationship: briefings, strategy shifts, creative asks.
- Identify promotion-ready specialists and quality specialists, and shepherd them through the next level.
Requirements
- 12+ months at the Customer Engagement Specialist or Quality Specialist level at Lyon Partners with track-record performance (top quartile of pod).
- Demonstrated coaching instinct: you can see what is wrong with a message and explain it clearly.
- Comfort with dashboards and spreadsheets; you make decisions from data, not hunches.
- Unflappable under pressure: a bad week on the dashboard doesn't shake your standards.
- Willingness to own outcomes, not just activity.
What we offer
- Senior compensation: USD base with team-performance bonus that scales meaningfully with pod results.
- Direct access to the founder and creator-agency side; your voice shapes how the operation runs.
- A clear path into Head of Operations as the company grows.
- Remote-first, asynchronous-friendly outside your shift window.
- Paid time off, wellness stipend, and team offsite.
[ Ready to apply? ]
Applications are opening soon. In the meantime, email us a short note and we’ll reach out when the formal application goes live.
How we hire
What happens after you apply.
Week 1 / First
We read every application within five business days.
Every application gets a real human read. No black hole.
Week 1-2
30-min intro call with a senior specialist or AM.
Week 2-3
Paid trial shift. Real role, paid hourly.
Week 4
Offer, or an honest no with feedback.
Training Overview
Five days. Real practice.
A 5-day program. Each session is at least 4 hours, including breaks.
Day 01
Fundamentals
CRM, Discord, expectations. Meet the trainers and get clear on what's required throughout the program.
Day 02-03
The core
Specialist messaging, working with creators, engagement styles, creator pricing, and the Creator Hero CRM.
Day 04
Live shadowing
A coach handles real-time responses while you observe. Learn by watching how conversations get managed.
Day 05
Hands-on
Begin live work under coach supervision. Real practice and real feedback before you go solo.
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