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Customer Support Team Lead
hace 2 meses
This is a remote position that requires a strong understanding of customer support functions and the ability to lead a team of customer support agents.
Key Responsibilities- Manage and lead a team of at least 5 remote customer support agents.
- Train other customer support and operations team members.
- Monitor team performance and report on metrics.
- Ensure high-quality customer service is maintained at all times.
- Handle complex and escalated customer service issues.
- Establish team goals and conduct performance appraisals.
- Update SOPs as new processes are created and implemented.
- Manage the schedule of the staff.
- Proven work experience as a team leader or supervisor in customer support.
- Strong understanding of how a customer support function operates.
- Strong problem-solving and decision-making skills.
- Access to reliable, fast internet.
- Extremely detail oriented.
- Fluent written and spoken English.
- (Preferred) fluent written and spoken Spanish.
- Composure to remain calm under pressure.
- Independent critical thinking and problem-solving ability.
- High degree of personal integrity and accountability.
- HMO Coverage for eligible locations.
- Permanent work from home.
- Immediate hiring.
- Steady freelance job.
