Customer Service Team Lead

Position Title:

Education:

Experience

Location:

Role Description

Responsible for leading the customer support team, driving excellent customer service, monitoring performance, coaching team members, and ensuring they have the right tools and resources to succeed in a positive work environment.

Responsibilities

• Manage and lead a team of customer support representatives.
• Ensure that the team provides exceptional customer service by monitoring calls, emails, and chat interactions and providing feedback and coaching to team members.
• Develop and implement processes and procedures to improve the efficiency and effectiveness of the customer support team.
• Analyze customer feedback and identify areas for improvement in the customer support process.
• Identify opportunities to improve customer experience and work with the team to implement solutions.
• Motivate and encourage the team to achieve their targets and goals.
• Ensure that the team is up to date with the latest product and service information.

Requirements:

• Minimum of 8 to 10 years of experience in a customer support or customer service role, with at least 5 years of experience in a leadership or supervisory role.
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills.
• Strong problem-solving skills and ability to make decisions under pressure.
• Ability to work in a fast-paced environment and manage multiple tasks and priorities.
• Experience with customer support software and tools.
• Ability to analyze data and make data-driven decisions.