Customer Support Team Lead

hace 4 semanas


Colombia Supportm8 A tiempo completo
Customer Service Team Lead

At Support M8, we're dedicated to delivering exceptional customer service solutions to our clients in the rapidly evolving eCommerce industry. As a Customer Service Team Lead, you'll play a crucial role in guiding and coaching a team of customer service representatives to ensure they deliver outstanding support in alignment with our clients' goals and expectations.

Key Responsibilities:
  • Provide leadership and mentorship to a team of customer service representatives.
  • Monitor and evaluate team performance to ensure adherence to quality and productivity standards.
  • Conduct regular one-on-one coaching sessions and performance reviews.
  • Assist in the recruitment and onboarding of new team members.
  • Collaborate with management to develop and implement training programs.
  • Handle escalated customer issues and complex inquiries.
  • Serve as a point of contact between the team and management.
  • Ensure team members are well-versed in product knowledge, company policies, and procedures.
  • Analyze team performance data and provide feedback for continuous improvement.
  • Foster a positive and motivating work environment to encourage team success.
  • Maintain a strong understanding of our helpdesk software and CRM systems.
Requirements:
  • Minimum of 4 years of demonstrated customer service experience, with a proven track record of excellence.
  • Fluent in English with exceptional verbal and written communication skills.
  • Proficiency in using helpdesk software.
  • Previous experience in a leadership or supervisory role is required.
  • Strong problem-solving skills and the ability to make decisions under pressure.
  • Excellent interpersonal and coaching skills.
  • Ability to work effectively in a fast-paced, team-oriented environment.
  • Detail-oriented with excellent organizational skills.
  • Availability to work flexible hours, including evenings and weekends, as needed.


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