Front Line Client Experience Team Leader

Minimum of 3-5 years of management or leadership experience in a support environment. Relevant experience working as part of a high-performing customer service team. Exceptional leadership and team management skills. Excellent communication and interpersonal skills. Proven ability to develop and implement customer support strategies and processes. Strong analytical skills, with experience in reporting and data analysis. Works well independently and as part of a team. Fluent in written and spoken English.

Manage and lead a team of 7-10 front line customer support representatives. Ensure clients are taken care of with prompt, professional support via live chats, phones, and emails. Develop and implement team objectives and KPIs in alignment with business goals. Oversee training and development of team members to ensure high performance and continuous improvement. Foster and encourage employee growth and development and support movement into internal opportunities. Implement customer service procedures and policies to enhance customer satisfaction and team efficiency. Work closely with other departments to ensure customer feedback drives product development. Analyze customer support data to identify trends and areas for improvement. Handle escalated customer issues in a timely and professional manner.