Key Responsibilities
- Lead, coach, and motivate the customer support team to achieve performance targets and service level agreements (SLAs).
- Monitor daily operations, ensuring team members handle customer inquiries efficiently through email, live chat, and phone.
- Provide guidance on complex customer issues and act as an escalation point for challenging cases.
- Develop and implement strategies to improve overall team performance and customer satisfaction.
- Conduct regular team meetings and one-on-one sessions to review performance, provide feedback, and identify areas for development.
- Collaborate with other departments to ensure seamless customer service and problem resolution.
- Analyze customer support metrics and prepare detailed reports on team performance, customer trends, and areas for improvement.
- Ensure the team adheres to company policies, procedures, and best practices in customer service.
- Participate in the recruitment and training of new customer support team members.
Requirements
- Bachelor’s degree in Business, Communication, or a related field (preferred).
- 3+ years of experience in customer service, with at least 1-2 years in a supervisory or leadership role.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
- Proficient in customer service software and tools, as well as Microsoft Office Suite.
- Ability to analyze performance data and implement improvements.
- Strong problem-solving skills and the ability to handle challenging customer interactions with professionalism.