Customer Service Team Leader

We are looking for an experienced Team Leader with managerial experience in customer support to join our eCommerce Customer Service department. The ideal candidate will have a proven track record of leading high-performing teams and driving customer satisfaction in a fast-paced online retail environment.

Major Tasks:
1. Coaching: Provide regular coaching sessions to team members to improve performance and skills.
2. Collaboration: Work closely with QA, other Customer Service Managers, and the COO to align strategies and improve overall customer service quality.
3. KPIs and Metrics: Input and analyze key performance indicators and metrics to track team performance and identify areas for improvement.
4. Team Meetings: Organize and lead regular team meetings to discuss goals, challenges, and strategies.
5. Hiring: Participate in the recruitment process to build a strong customer service team.
6. Onboarding and Training: Develop and implement onboarding programs and ongoing training for new and existing team members.
7. RCA Reports: Conduct and present Root Cause Analysis reports for significant customer service issues or trends.
8. Innovation: Propose and implement innovative solutions to enhance customer service processes and efficiency.

Minor Tasks:
1. Daily RTA Monitoring: Monitor Real-Time Adherence to ensure proper staffing and productivity.
2. Daily Sales Validation: Verify and validate daily sales data for accuracy and completeness.
3. Daily Call Listening: Review a sample of customer interactions to maintain quality standards and identify coaching opportunities.
4. Portfolio Management: Oversee and manage the team’s portfolio of customer accounts or product areas.

Requirements:
1. 3+ years of managing customer service teams
2. 3-5 years of team leadership experience
3. Strong communication and interpersonal skills
4. Proficiency in Shopify, Aircall, and data analysis tools
5. Problem-solving and conflict resolution abilities
6. Bachelor’s degree in Business, Communications, or related field (preferred)
7. Ability to work on night shifts, including weekends and holidays

If you think you are the right fit for this role and in order to qualify, kindly fill out this form and type “Team Leader” in the “Applying for” field:

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