Global Customer Support Operations Lead

hace 1 día


Medellín, Antioquia, Colombia Dclegal Business A tiempo completo
Job Summary

We are seeking a highly skilled Global Customer Support Operations Lead to join our team at Dclegal Business. This role involves overseeing the customer support operations, improving processes, and ensuring exceptional customer satisfaction.

About Us

Dclegal Business is a global eCommerce company providing software solutions and delivering exceptional customer service. We seek an experienced professional to enhance our operations and drive improvements in customer satisfaction.

Key Responsibilities
  • Process Analysis and Optimization: Evaluate and improve existing customer support workflows, identify inefficiencies, implement solutions, and streamline processes to reduce chargebacks.
  • Team Supervision and Training: Manage and train a globally distributed support team working across time zones, conduct performance evaluations, coaching, and mentorship.
  • Customer Outreach and Satisfaction: Conduct proactive outreach to ensure customer satisfaction, address customer feedback to resolve issues effectively, and monitor post-purchase experiences to prevent dissatisfaction.
  • Quality Control and Reporting: Ensure high-quality support across email, chat, and phone channels, generate reports on response times, resolution rates, chargebacks, and customer satisfaction, and develop KPIs to measure and improve team performance.
Requirements
  • Experience: 3-5 years of experience managing customer support operations in a remote or global environment, prior experience working for Microsoft or Dell in a call-center or support capacity is a strong asset.
  • Technical Skills: Broad technical knowledge of Microsoft software, proficiency in Freshdesk, Shopify Inbox, and RingCentral, or similar tools, Microsoft Certification is highly desirable, and experience with Zendesk is a plus.
  • Soft Skills: Bilingual in English and Spanish with excellent communication skills, strong interpersonal skills and a customer-focused attitude, exceptional problem-solving abilities and a proactive mindset, superior attention to detail and organizational skills, and ability to manage multiple time-sensitive responsibilities concurrently.
What We Offer
  • Full-time Remote Position: A full-time, remote position with a flexible work environment, competitive compensation, opportunities for growth within the company, a chance to lead and improve a critical function in a dynamic global team, and exposure to eCommerce, customer service, and technical operations in a growing industry.
  • Estimated Salary: $60,000 - $80,000 per year, depending on experience and qualifications.


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