Customer Success Inbound Team Leader

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Requirements:

• Minimum 3 years of experience in inbound customer service.
• Minimum 2 years of experience in team management.
• Familiarity with customer service metrics and tools.
• Ability to work independently and take on challenges.
• Proficiency in English at a minimum of B2 level.
• Strong knowledge of Windows, Mac, iOS, Android, ChromeOS, web browsers, and MS Office/G Suite.
• Experience in technical customer support is a plus.
• Knowledge of Salesforce or similar tools is a nice-to-have.

Responsibilities:

• Setting and evaluating team members' goals.
• Analyzing the achievement of KPIs and other metrics and discussing them with team members.
• Preparing analyses and presentations of results.
• Reporting results, team status, and atmosphere to superiors.
• Organizing team work.
• Recruiting team members.
• Checking the correctness of tasks completed by the team.
• Monitoring adherence to established work standards.
• Continuously monitoring customer contacts handled by the team.
• Supporting the team in resolving current customer issues.
• Developing employees' competencies related to their roles.
• Motivating team members.
• Maintaining up-to-date knowledge of Booksy's offerings, products, and processes in their area.
• Reporting ideas and identifying irregularities in Booksy Biz and Booksy for Clients according to established procedures.
• Participating in the onboarding process of new employees.
• Participating in Customer Success-related projects.
• Proposing, reviewing, and changing Customer Success processes.
• Reviewing training programs.