Customer Support Lead

Are you a customer-focused professional with strong leadership skills and a passion for delivering exceptional service? We’re seeking a Customer Support Lead to guide our support team and ensure our customers receive the best care possible.

About the role:

As a Customer Support Lead, you will play a pivotal role in ensuring excellent customer service and satisfaction. You will lead and supervise a team of customer support representatives, oversee day-to-day operations, and strive to continuously improve the customer support process.

What we offer:
– Starting salary of $500 – $600 USD
– Full-time position, 40 hours per week
– Flexible working hours, work from home, fully remote
– Quarterly performance-based bonuses
– 20 days paid time off and 10 days of sick leave

Ideal candidate:
– Demonstrate leadership skills, including coaching, mentoring, and performance management.
– Strong problem-solving abilities and the ability to handle challenging customer situations with tact and diplomacy.
– Ability to motivate and inspire team members to achieve goals and deliver outstanding service.
– Tech-savvy with proficiency in customer support software and tools.

Responsibilities:
– Lead and manage a team of customer support representatives, providing guidance, coaching, and mentorship to ensure high-quality service delivery.
– Develop, implement and improve customer support strategies, policies, and procedures to enhance customer satisfaction and improve operational efficiency.
– Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores, and implement initiatives to continuously improve performance.
– Handle escalated customer inquiries and complaints, demonstrating strong problem-solving skills and empathy in resolving issues to achieve positive outcomes.
– Collaborate with cross-functional teams such as sales, marketing, and operations to address customer issues, share feedback, and implement solutions.
– Conduct regular training sessions and workshops to equip team members with product knowledge, customer service skills, and best practices.
– Prepare and analyze customer support reports and dashboards, providing insights and recommendations to management for decision-making.
– Act as a brand ambassador by fostering positive relationships with customers and ensuring a consistent and exceptional customer experience.

Requirements:
– Proven experience in a customer support leadership role, preferably in an e-commerce or retail environment.
– Familiarity with customer support software and tools such as CRM systems and helpdesk platforms.
– Excellent communication skills, both written and verbal, with the ability to articulate complex issues clearly and effectively.
– Strong leadership and team management skills, with a track record of successfully leading and developing high-performing teams.
– Experience in providing customer support via email channels, with a focus on delivering outstanding service and resolving customer issues.
– Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
– Strong problem-solving skills and the ability to remain calm and composed under pressure.

Tools and Software:
– ClickUp
– Slack
– Shopify
– FreshDesk CRM
– Google Workspace (Sheets, Docs)

To apply, please send us your cover letter and resume, and use ‘CSL4628’ in the subject line.
See you in the recruitment process. Thank you!