Customer Service Email Team Leader
hace 5 meses
**JOB DETAILS**
**Position Mission**
The main responsibility of this role is to lead the core team of the Customer Service Department by aligning their work with the company's goals and core values. This role involves helping the company deliver on the company's vision and mission and, along with them, creating and implementing effective strategies that ensure significant improvements on NPS and helping the team achieve the department goals, such as increasing customer satisfaction, retention, and loyalty. Some examples of these strategies are setting clear performance standards, providing regular feedback, and rewarding excellence. Key KPIs of this role will be CSAT, NPS, response time metrics etc.
This role also requires delegating tasks based on each team member's strengths and skills and organizing the training and development opportunities that they need to support the customers. It offers the opportunity to work with a diverse and talented team, develop leadership and communication skills, and make a positive impact on the company's reputation and growth. However, this role also comes with some challenges, such as managing customer complaints, resolving conflicts within the team, and adapting to changing customer needs and expectations.
**Responsibilities**
- Managing a team with 50-60 members
- Developing and managing a team coverage for customer communications 24/7
- Monitor and track the team performance by daily/weekly and monthly reports
- Develop and manage long-lasting processes that will allow us to maintain customer communication quality and satisfaction in our different domains
- Coordinate with other channels’ managers and collaboratively lead customer service department projects
- Stay up-to-date with e-commerce digital communication and technology trends
- Proactively provide operational feedback and suggestions to the Operations management.
**Qualifications**
- 3+ years experience leading a team
- Good customer service and interpersonal skills
- Experience in growing e-commerce businesses
- Fluent in English, very strong verbal and written communication - Native speaker is a plus
- Experience with Excel spreadsheets and basic data manipulation
- Comfortable with utilizing new technologies/online tools
- Strong attention to details
- Entrepreneurial, highly resourceful
- Effective and efficient in a fast-paced, high-impact environment
- KPI-driven, results-oriented, analytical
- Strong organizational skills
**COMPANY PROFILE**
**SmartBuyGlasses** is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture promoting fast career progression and self-development. Passionate and effective employees are usually promoted quickly to managerial positions, operating teams with high degrees of ownership.
**Who are we?**
We are the team members of SmartBuyGlasses, making something great. We are **MOGO**s. MOGO is an acronym from our parent company, Motion Global. We are a truly multifaceted team from the four corners of the globe. Our dynamic personalities are our strength; our ambition is what drives us forward, and together, we are building a company that we can be truly proud of.
**Our Core Values**
We believe in the empowerment of the individual. We believe that everyone has the right to be who they want to be, achieve their ambitions, and live their dreams. We empower our team members by offering unique opportunities to build their skills and accelerate their careers. We give back to the communities where we operate. Most importantly, through our buy-one-give-one program, we drive positive change globally, one glass frame at a time.
**SMART**
MOGOs are outcome-driven. We begin with the end in mind, but we also know that the journey is just as important.
**PASSIONATE**
MOGOs are passionate about what they do. We believe in making a difference and building strong relationships with our peers.
**ENTREPRENEURIAL**
MOGOs not only come up with awesome ideas, we take ownership of them and push them forward.
**COLLABORATIVE**
As MOGOs, we know that our team is stronger than the sum of its parts. Together, we can achieve the impossible
**CARING**
As MOGOs, we care for our customers, our people, and the planet.
**What’s in it for you?**
- Competitive Salary
- Performance bonuses
- Free designer glasses annually
- Annual/Sick Leaves
- Career development/ learning program
- Fast-paced, dynamic, and multicultural work environment
9OyLAyehbB
-
Customer Service Email Team Leader
hace 5 meses
Desde casa, Colombia Motion Global A tiempo completo**COMPANY PROFILE** SmartBuyGlasses Group (Motion Global Ltd.) is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture...
-
Email Marketing Specialist
hace 4 semanas
Desde casa, Colombia Alegra A tiempo completoJob DescriptionAlegra is seeking a highly skilled Email Marketing Leader to join our team. As an Email Marketing Leader, you will be responsible for developing and executing email marketing campaigns that drive engagement and conversion.Key Responsibilities:Develop and implement email marketing strategies that align with business objectivesDesign and create...
-
Customer Service Representative
hace 5 meses
Desde casa, Colombia Motion Global A tiempo completo**COMPANY PROFILE** SmartBuyGlasses Group (Motion Global Ltd.) is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture...
-
Customer Service Representative
hace 5 meses
Desde casa, Colombia WindshieldHUB A tiempo completo**About Us** WindshieldHUB is one of the fastest-growing on-demand service providers in the United States. We pride ourselves on delivering best-in-class customer service to our clients, maintaining a solid vision and tradition. Our commitment to excellence drives us to expand our team with talented professionals who share our dedication to customer...
-
Bpo Team Lead
hace 5 meses
Desde casa, Colombia Bold Business A tiempo completoWe’re looking for a **BPO Team Leader** who is excited to work from home (100% remote) and join our team! The BPO Team lead is core to our business and is responsible for making sure all of the licensing and credentialing tasks that we take on for our customers are completed efficiently and accurately. The team leader is responsible for training team...
-
Customer Service Representative
hace 5 meses
Desde casa, Colombia Sola Wood Flowers A tiempo completoSola Wood Flowers is looking for a Customer Service Representative to join our team. We are flexible around experience level, and prefer someone with experience in/around DTC & eCommerce. **Why work for us?** - Excellent, above market compensation. - Great benefits - Work with a friendly and collaborative group of people working together towards a common...
-
Customer Service Generalist Co
hace 6 meses
Desde casa, Colombia Premier Media A tiempo completoHello, Customer Service Generalists! My name is Ari Siegel, and I am the Founder and CEO of History by Mail, a monthly subscription service for reproductions of historical letters and documents. Each letter comes with a separate document explaining the context of the letter including its author, recipient, and relevance to the events of its time, as well as...
-
Customer Service Representative/ Dispatcher
hace 5 meses
Desde casa, Colombia Roads Consulting A tiempo completoPosition Name: Customer Service Representative/ Dispatcher Job purpose Support the day-to-day operations, focusing on internal/external customer service to deliver the highest level of service that meets and exceeds our department standards and service guarantees. REQUIRED QUALIFICATIONS **Education**: Business Administration or related Administrative...
-
Customer Service Representative
hace 5 meses
Desde casa, Colombia Binance A tiempo completoBinance is a client-facing business, and Customer Service is extremely important for us. We hope to create a platform where our users are well supported with excellent quality, fast response time, and accurate information. Support is conducted via the ticketing system and a live chat and will include but not limited to customer queries, complaints, and...
-
Customer Service Representative
hace 5 meses
Desde casa, Colombia US Appliance A tiempo completoUS Appliance Repair Customer Service Representative - Give exceptional customer service - Organize and route incoming telephone calls - Able to be multi-player - Computer skills - Use Smartsheet for very basic functions - Must be able to manage time effectively Customer service representative with other office responsibilities. Hourly pay will increase...
-
Cycling Expert Customer Service Representative for
hace 5 meses
Desde casa, Colombia Paired A tiempo completoPaired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. Our client, Paired, is currently seeking a Cycling...
-
Marketplace Customer Service Representative
hace 5 meses
Desde casa, Colombia Motion Global A tiempo completo**COMPANY PROFILE** SmartBuyGlasses Group (Motion Global Ltd.) is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture...
-
Junior Frontend Developer
hace 5 meses
Desde casa, Colombia Team International A tiempo completo**About Team International** We're a global IT consulting company and a software development service provider that helps organizations operate at their best. With 30+ years of experience, +6 Global locations, and +1000 employees, TEAM combines technology expertise, valuable insights, business intelligence, and a client-centered approach to address...
-
Customer Service Representative for Cycling
hace 5 meses
Desde casa, Colombia Paired A tiempo completoPaired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. Our client, a US-based company in the cycling industry,...
-
Regional Service Delivery Leader
hace 5 meses
Desde casa, Colombia CSG A tiempo completoHi, I'm Karen Maldonado , your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for a Regional Service Delivery Leader who will: - Reporting into the Head of Global Services and Delivery, this role will develop and lead a best-in-class regional service delivery organization and will be...
-
Junior Frontend Developer
hace 5 meses
Desde casa, Colombia Team International A tiempo completoDescription **About Team International** We're a global IT consulting company and a software development service provider that helps organizations operate at their best. With 30+ years of experience, +6 Global locations, and +1000 employees, TEAM combines technology expertise, valuable insights, business intelligence, and a client-centered approach to...
-
Mid Frontend Developer
hace 5 meses
Desde casa, Colombia Team International A tiempo completo**About Team International** We're a global IT consulting company and a software development service provider that helps organizations operate at their best. With 30+ years of experience, +6 Global locations, and +1000 employees, TEAM combines technology expertise, valuable insights, business intelligence, and a client-centered approach to address...
-
Customer Service/technical Support Representative
hace 5 meses
Desde casa, Colombia Peak Support A tiempo completo**Join Peak Support: Where Passion Meets Purpose** At Peak Support, we're not just another outsourcing company—we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're...
-
Customer Service Representative for Us-based
hace 6 meses
Desde casa, Colombia Paired A tiempo completoPaired is a global staffing and recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. Our client, Paired, is currently seeking a Customer...
-
Customer Service Associate English Colombia
hace 5 meses
Desde casa, Colombia Amazon.com A tiempo completo**Work from home with Amazon Customer Service!** **Role**:Customer Service Associate**Job Type**:Full time, permanent contract - **Location**:Work from home in - ** **Colombia - **Monthly Pay Rate**: $2.300.000 COP - Our mission at Amazon is to be Earth’s most customer-centric company, and our award-winning Customer Service team is a key part of achieving...