Team Lead (3-Months Project Based - WFH)

Position Overview

The Team Lead is responsible for overseeing a team of Photo Editors and Customer Support Specialists who manage photo editing, image processing, back-end system administration, and customer support activities.

The role ensures that the team consistently delivers high-quality edited images, maintains accurate and organized client systems, responds to customer inquiries in a timely manner, and meets established productivity, quality, and service-level expectations.

The Team Lead serves as the primary point of escalation for the team, providing day-to-day guidance, quality oversight, coaching, and operational support. The role also works closely with management and client stakeholders to address operational concerns, identify improvement opportunities, and ensure that client expectations are consistently met.

Key Responsibilities

1. Team Leadership and Daily Operations

• Lead and oversee the day-to-day activities of the Photo Editing and Customer Support team.

• Assign and prioritize photo editing, back-end system, and customer support tasks based on workload and business priorities.

• Monitor daily workload and ensure tasks are completed within agreed timelines and service levels.

• Ensure appropriate team coverage during operating hours, including proper handling of breaks, schedules, and planned or unplanned absences.

• Provide clear direction and guidance to team members on processes, priorities, and client requirements.

• Act as the first point of escalation for operational, customer, and process-related concerns.

• Ensure team members have the necessary tools, system access, information, and resources to perform their roles effectively.

2. Photo Editing Quality Oversight

• Ensure that photo editing work consistently meets established quality standards and client requirements.

• Review samples of edited images to ensure proper cropping, resizing, color correction, background editing, and overall image quality.

• Ensure edited images are consistent with the client's brand guidelines and intended platform or use.

• Monitor recurring editing errors and identify opportunities for additional training or process improvement.

• Work with team members to resolve quality concerns and provide specific, actionable feedback.

• Support the development and maintenance of quality standards, guidelines, and reference materials.

3. Quality Assurance and Performance Monitoring

• Monitor individual and team performance based on agreed productivity, quality, turnaround time, and customer service metrics.

• Conduct regular quality checks and performance reviews.

• Analyze quality and productivity results to identify trends, recurring issues, and performance gaps.

• Conduct regular coaching sessions based on quality and performance results.

• Recognize strong performance and provide appropriate feedback and development opportunities.

• Create and monitor action plans for team members who require performance improvement.

• Ensure that quality issues are addressed promptly and do not negatively impact customer experience.

4. Customer Support Oversight

• Monitor the team's handling of customer inquiries through calls, email, and chat.

• Ensure customers receive timely, accurate, and professional responses.

• Review escalated customer concerns and provide guidance to team members on appropriate resolutions.

• Assist in resolving complex customer issues related to photo editing, image delivery, technical concerns, and back-end system issues.

• Monitor customer interactions to ensure compliance with established service and communication standards.

• Identify recurring customer concerns and recommend improvements to processes, training, or documentation.

5. Back-End System and Workflow Management

• Ensure the team properly manages the client's back-end system.

• Monitor the accurate uploading, organization, labeling, and accessibility of customer images.

• Ensure that completed images are properly handed off to the designated customer agent or appropriate stakeholder for final delivery.

• Monitor system-related issues and coordinate with the appropriate technical or client contacts when escalation is required.

• Ensure that team members follow established procedures for maintaining accurate and organized client data and image files.

• Identify opportunities to improve workflows and reduce delays, errors, or duplicate work.

6. Workflow and Turnaround Time Management

• Monitor the team's editing queue and overall workload.

• Prioritize urgent or time-sensitive requests based on client requirements and service-level commitments.

• Identify potential delays and take proactive action to prevent missed deadlines.

• Reallocate work within the team when necessary to maintain productivity and turnaround times.

• Monitor the handoff process between the Photo Editing team and the customer-facing team.

• Ensure completed work is communicated and transferred promptly to the appropriate customer agent.

7. Coaching and Team Development

• Provide regular coaching and feedback to team members on photo editing quality, customer service, productivity, and process adherence.

• Identify individual training and development needs.

• Conduct refresher training when recurring errors or knowledge gaps are identified.

• Support onboarding and nesting of new team members.

• Help team members improve their proficiency in relevant tools such as Adobe Photoshop, Canva, back-end systems, and communication platforms.

• Encourage knowledge sharing and collaboration within the team.

• Identify high-performing employees and support their development toward increased responsibilities.

8. Client Communication and Escalation

• Serve as a key operational contact for client-related concerns involving the team.

• Communicate relevant updates regarding team performance, operational issues, customer concerns, and workflow challenges.

• Escalate significant operational, technical, or customer-impacting issues to the appropriate management or client stakeholder.

• Participate in client meetings and operational check-ins as required.

• Ensure that client feedback is communicated to the team and incorporated into processes and daily operations.

• Maintain a professional and collaborative relationship with client stakeholders.

9. Reporting and Documentation

• Prepare and maintain regular reports on team productivity, quality, turnaround time, customer support performance, and other agreed KPIs.

• Maintain accurate records of coaching sessions, performance discussions, quality findings, and corrective actions.

• Track recurring issues and document their resolution.

• Provide management with timely updates regarding team performance, risks, challenges, and achievements.

• Ensure operational procedures, guidelines, and process documentation remain accurate and up to date.

10. Process Improvement

• Identify opportunities to improve photo editing workflows, customer support processes, system management, and team productivity.

• Recommend improvements that can reduce errors, improve turnaround time, and enhance customer experience.

• Work with management and client stakeholders to implement approved process improvements.

• Encourage the team to identify inefficiencies and propose practical solutions.

• Monitor the effectiveness of implemented process improvements.

Key Performance Indicators

The Team Lead will be measured based on the performance of the team and may include:

• Photo Editing Quality: Accuracy, consistency, and adherence to client and brand standards

• Productivity: Completion of assigned editing and support tasks against established targets

• Turnaround Time: Timely completion and handoff of edited images

• Customer Service: Responsiveness, accuracy, and professionalism across calls, email, and chat

• Back-End System Accuracy: Proper uploading, organization, and maintenance of images

• Quality Assurance: Reduction in recurring errors and quality issues

• Team Performance: Achievement of individual and team KPIs

• Attendance and Schedule Adherence: Team availability and compliance with assigned schedules

• Coaching Effectiveness: Timely identification and resolution of performance gaps

• Customer Satisfaction: Feedback and resolution of customer concerns

• Process Improvement: Implementation of initiatives that improve quality, efficiency, or customer experience

Qualifications and Requirements

• Experience in a leadership role (Team Lead, Supervisor, Senior Specialist, etc.) is preferred.
• 2-3 years of experience in photo editing, customer support, digital content, or a related field.
• Basic to intermediate skills in Adobe Photoshop, Canva, or similar photo editing tools.
• Understanding of brand and visual guidelines.
• Strong leadership, coaching, and team management skills.
• Bachelor's degree in Business Administration, Communications, Information Technology, Multimedia Arts, or a related field preferred.
• Relevant work experience may be considered instead of a degree.