Customer Support Team Leader

We are looking for a Customer Support Team Leader.

Summary:

The Team Leader for Customer Support is responsible for overseeing and leading a team of customer support representatives people, to ensure exceptional service delivery and customer satisfaction.
This role involves managing day-to-day operations, providing guidance, and acting as a point of escalation for complex customer issues.
The Team Leader will play a pivotal role in maintaining high-quality support standards, driving team performance, and contributing to the overall success of the customer support department.

Key Responsibilities:

Team Management:
• Lead, mentor, and coach a team of customer support representatives as well as newcomers to the team.
• Set performance expectations, conduct regular performance reviews, and provide constructive feedback.
• Conduct training sessions to enhance team members' product knowledge and customer service skills.

Operational Oversight:
• Monitor and manage the daily operations of the customer support team.
• Assign and prioritize tasks, ensuring that customer inquiries and issues are addressed promptly and effectively.
• Monitor ticket queues and ensure that service level agreements (SLAs) are met.
• Monitor all communication between customer support representatives and the clients.

Customer Escalations:
• Act as a point of escalation for complex or sensitive customer issues.
• Collaborate with team members and other departments such as; risk and compliance, to resolve escalated cases in a timely manner.

Quality Assurance:
• Conduct regular quality assessments of customer interactions (calls, emails, chats) to ensure adherence to company policies and service standards.
• Provide feedback and implement corrective actions as necessary.

Reporting and Analysis:
• Generate and analyze reports related to customer support metrics, team performance, and customer satisfaction.
• Use data-driven insights to identify areas for improvement and implement strategies to enhance service delivery.

Process Improvement:
• Continuously evaluate and streamline customer support processes for efficiency and effectiveness.
• Propose and implement improvements to enhance the overall customer experience.

Cross-Functional Collaboration:
• Collaborate with other departments (e.g., Product, Sales, Marketing) to share customer feedback and insights for product enhancement and business development.

Compliance and Policy Adherence:
• Ensure that team members adhere to company policies, procedures, and compliance standards.
• Keep the team updated on any changes in policies or regulations relevant to customer support.

Qualifications:

• Proficiency in English, both written and spoken.
• Additional languages are a plus.
• Bachelor's degree in [relevant field] or equivalent work experience is a plus.
• Proven experience in Team Leader role- minimum 2 years.
• Demonstrated leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and decision-making skills.
• Proficient in using customer support software and tools.
• Familiarity with [industry-specific knowledge] is a plus.

We are glad to offer:

• Competitive salary, internal bonuses related to the company business results, other location-specific benefits.
• Personal and professional development - paid external training, professional literature, and e-courses Global team - working with a motivated and talented international team.
• We provide additional health insurance and an opportunity for Multisport and Coolfit card.