Customer Experience Team Lead - International

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Requirements:

• 5+ years of support operations experience managing support KPIs such as CSAT.
• Experience as a leader with a natural ability to motivate a team.
• Analytical and data-driven approach with experience distilling large data sets.
• Knowledge of Zendesk, and data platforms such as Sigma.
• Experience in startups or ecommerce, particularly in multichannel support operations.

Responsibilities:

• Lead team performance and drive results in productivity and customer experience.
• Manage, coach, and maintain a positive culture within the team of agents.
• Handle escalations and ensure compliance with policies and guidelines.
• Create and analyze reports to identify performance improvement areas.
• Generate insights to enhance products and processes based on user feedback.