Customer Experience - Team Lead

About the job: The Customer Support Team Leader is responsible for leading a team of customer support representatives to deliver excellent customer service and achieve customer satisfaction goals. This role involves managing and coaching team members, monitoring performance, and ensuring efficient resolution of customer inquiries and issues.

Key Responsibilities:

Customer Service Excellence:

● Ensure the delivery of exceptional customer service, meeting or exceeding customer satisfaction targets.

● Handle escalated customer inquiries or complaints, providing timely and effective resolutions.

● Stay updated on product knowledge, policies, and procedures to assist team members and customers with accurate information.

● Analyze customer feedback and identify areas for improvement in processes, policies, or service delivery.

Team Management:

● Lead and supervise a team of customer support representatives, providing guidance, coaching, and support.

● Set performance expectations, monitor individual and team performance, and conduct regular performance evaluations.

Requirements:

Proven experience in a customer support role, with at least 2 years in a leading a team.

Knowledge of Process Improvement, Training and Development

Hands on experience of Reporting and Documentation