Customer Support Team Lead
New
E
EnebaE-commerce Gaming
EuropeFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Project ManagementProcess improvementCustomer support
Requirements
- Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics.
- Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities.
- Track record of building engagement and managing hybrid or fully remote teams.
- Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners.
- Empathetic team player, with a process-oriented mindset.
- Great organizational and time-management skills.
- Self-efficacy to make decisions and perform with little or no supervision.
- Project management experience and ability to apply continuous improvement to customer service procedures and processes.
- Proven ability to lead teams through ambiguity and rapid change.
- Strong understanding of tone of voice principles and customer communication strategies.
Responsibilities
- Guide and mentor customer support team members towards achieving operational goals.
- Ensure excellent team communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction.
- Ensure customer complaints are resolved in the most professional manner.
- Provide supervision and technical assistance to the customer service team to attain the highest levels of customer care and satisfaction.
- Collaborate with the planning department on staffing and hiring procedures.
- Perform employee reviews, appraisals, and participate in performance reviews.
- Collaborate with managers from other departments to discuss issues and process improvements.
- Monitor business and process metrics, measuring and managing customer support effectiveness.
- Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience.
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