We are a leading e-commerce company specializing in the latest electronic devices and accessories. We pride ourselves on fostering a dynamic and innovative work environment where every team member can thrive. Our commitment to excellence extends to our employees, ensuring a collaborative and supportive atmosphere where new ideas and creativity are encouraged.
Join our team and be part of a dedicated group that is shaping the future of e-commerce in the electronics industry. Together, we can achieve great things and continue to deliver exceptional value to our customers.
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 ‘CSL17’ in the subject line.
See you in the recruitment process. Thank you!
APPLY FOR THIS JOB:
Company: The Speed Up Co
Name: MS Digital Ltd
Email: