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Customer Support Team Leader
Posted 11 days agoViewed
💎 Seniority level: Lead, 3 years
🔍 Industry: Customer Service
🏢 Company: Booksy👥 501-1000💰 Debt Financing 6 months agoMobile PaymentsMarketplaceSaaSPaymentsMobile AppsWellnessSoftware
🗣️ Languages: Polish, English
⏳ Experience: 3 years
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.
- Strong technical skills.
- Ability to work independently and take on challenges.
- Proficiency in Polish at C1 level and English at a min. of B2 level.
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.
- 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 team members' competencies related to their roles and motivating them.
- Reporting ideas and identifying irregularities in Booksy Biz and Booksy for Clients according to established procedures.
- Proposing, reviewing, and changing Customer Success processes.
- Looking for new technical solutions improvements and sharing recommendations with the technical team to drive innovation.
- Cooperating closely with the product support team.
- Preparing solutions to increase revenue from cooperation with high value clients.
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