Customer Service Team Lead

Key Responsibilities

• Lead, mentor, and support a team of Customer Service representatives
• Monitor team performance and provide feedback and coaching regarding metrics through regular 121 meetings with direct reports
• Ensure that customer service inquiries are handled promptly and effectively
• Oversee scheduling, ensuring adequate coverage for customer support
• Identify areas for improvement and implement necessary changes
• Handle escalated customer inquiries and complaints, providing timely resolutions
• Ensure customer satisfaction by maintaining high-quality service standards
• Develop and implement customer service strategies to improve overall customer experience
• Stay updated with industry trends and best practices, and share knowledge with the team
• Support the team with regular training and provide additions to the central training materials and resources
• Act as a liaison between the customer service team and other departments and work closely and collaboratively with other Customer Service teams
• Communicate company policies, procedures, and updates to the team
• Participate in meetings and contribute to strategic planning

Requirements

• Education and Experience: Extensive experience in customer service, with experience in a supervisory role preferred, or demonstrable experience in mentoring, training or supporting colleagues in showing readiness to move into a supervisory role
• Proven track record of managing and developing a high-performing customer service team
• Resolution management for customers and clients to an exemplary standard.
• Skills and Abilities: Excellent leadership and team management skills. Strong problem-solving and conflict resolution abilities
• Outstanding communication and interpersonal skills
• Proficiency in customer service software and Microsoft Office Suite
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously

Benefits

• 20 days PTO (raising with tenure)
• 5 days paid sick leave
• 401k contributions
• Medical/Dental/Vision/Life insurance options and contributions
• Hybrid working
• Office snacks
• Apple equipment