Customer Support Leader

Job Description

Managing and leading a team of customer service representatives, providing training, and coaching to ensure high-quality service. Monitoring team performance, setting customer service metrics, and analyzing data to inform service improvements. Handling complex customer inquiries or complaints that have been escalated from frontline staff. Developing and implementing customer service policies and procedures to standardize and improve service delivery. Collaborating with other departments to resolve customer issues and improve the overall customer experience. Ensuring customer service team has the necessary tools, resources, and information to effectively assist customers. Providing regular feedback to team members, conducting performance evaluations, and managing team schedules. Identifying training needs and opportunities for skill development within the customer service team. Participating in the recruitment and hiring process for new customer service team members. Keeping abreast of new product launches, company policies, and industry trends to provide accurate information to customers. Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation. Acting as a customer advocate by providing feedback to the company on customer needs and experiences.