Customer Support Team Lead
hace 1 mes
At Support M8, we're dedicated to delivering exceptional customer service solutions to our D2C brand clients. As a Customer Service Team Lead, you'll play a key role in guiding our team of customer service representatives to provide outstanding support that meets 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.
- 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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