Position Summary:
We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!
Responsibilities:
- Lead, mentor, and motivate a team of customer service representatives.
- Provide exceptional customer support across various channels (chat, social media, email, phone).
- Handle escalated customer issues and resolve complex problems.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Develop and deliver training programs for new hires and existing team members.
- Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).
- Collaborate with other departments to ensure seamless customer experiences.
- Stay up-to-date on industry best practices and emerging customer service technologies.
Required Skills/Abilities:
- Proven ability to lead and develop high-performing teams.
- Excellent (near-native) written and verbal communication skills in English.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.
- Advanced proficiency in Microsoft Excel/Google Sheets.
- Experience managing multiple communication channels (chat, social media, email, phone).
- Sales or e-commerce experience and understanding of sales metrics is a plus.
- Ability to identify and address potential team and employee risks proactively.
- Strong interpersonal skills and ability to build positive relationships with employees and partners.
- Excellent work ethic and a passion for developing others.
Education and Experience:
- 3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.
- Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.