Customer Service Lead

As a seasoned Customer Service Lead at Dermatouch, your primary responsibility will be to lead multi-channel support operations with a focus on enhancing customer satisfaction and improving service quality across calls, chat, email, and social platforms. You will be instrumental in developing and executing a CX strategy that aligns with the business goals, optimizing the customer journey through data analysis, feedback implementation, and leveraging automation tools. Managing support operations, SOPs, training, and monitoring agent performance will also be key aspects of your role. Additionally, you will be expected to handle escalations efficiently and collaborate cross-functionally with tech, logistics, and product teams to ensure seamless operations. Leading a growing team with a strong emphasis on 24x7 service readiness will be crucial in this role. You will be responsible for tracking and reporting key performance indicators (KPIs) such as CSAT, FRT, and NPS to the senior leadership team. With a minimum of 7 years of experience in customer service, including at least 4 years in a leadership position, you should possess a solid background in process building, training, and cross-team coordination. Prior experience in skincare/eCommerce and global exposure would be advantageous, along with proficiency in CRM software and customer support platforms. If you are a dynamic leader with a passion for delivering exceptional customer service and a track record of driving operational excellence, we invite you to join our team at Dermatouch and make a significant impact on our customer support function.,