Job Description
Our client is seeking a highly motivated and experienced Senior Remote Customer Support Team Lead to manage and mentor a team of customer service professionals. This position is fully remote, offering the flexibility to work from any location. The ideal candidate will have a proven track record in customer service management, exceptional leadership skills, and a passion for delivering outstanding customer experiences. You will be responsible for overseeing daily support operations, ensuring timely and effective resolution of customer inquiries and issues across multiple communication channels, including email, chat, and phone.
Key responsibilities include setting performance standards, monitoring team performance, providing regular feedback and coaching to team members, and conducting training sessions to enhance product knowledge and service skills. You will also handle escalated customer issues, ensuring swift and satisfactory resolutions, and contribute to the development and implementation of customer support policies and procedures. Analyzing customer feedback and support metrics to identify areas for improvement and implement necessary changes will be crucial. This role requires a deep understanding of customer relationship management (CRM) systems and support ticketing software.
The successful applicant will possess excellent communication, interpersonal, and problem-solving skills. Demonstrated ability to lead, motivate, and develop a remote team is essential. A strong understanding of customer service best practices and experience in managing KPIs and service level agreements (SLAs) are required. Proficiency with CRM software (e.g., Salesforce, Zendesk) and other customer support tools is necessary. If you are a dedicated leader with a commitment to excellence in customer service and are seeking a challenging remote opportunity, we encourage you to apply.