Customer Support Lead Remote Night Shift
Customer Support Lead Remote Night Shift
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This is a remote position.
This Customer Support Lead is responsible for managing the daytoday operations of the customer support team ensuring a high level of service and satisfaction for customers. This role involves overseeing team performance handling escalated issues and implementing strategies to improve customer support processes. The ideal candidate will have strong leadership ss excellent English communication abilities and a customercentric mindset.
KEY RESPONSIBILITIES
Team Leadership & Development:
- Lead mentor and coach a team of customer support representatives.
- Provide ongoing training and development to improve team performance.
- Monitor individual and team KPIs providing feedback and guidance for improvement.
- Lead mentor and coach a team of customer support representatives.
Customer Support Operations:
- Oversee daily support operations ensuring timely and accurate responses to customer inquiries.
- Handle escalated customer issues and resolve them effectively.
- Maintain and update customer service protocols and ensure compliance with company policies.
- Oversee daily support operations ensuring timely and accurate responses to customer inquiries.
Process Improvement:
- yze customer support metrics to identify trends and areas for improvement.
- Collaborate with other departments to streamline processes and enhance the overall customer experience.
- Propose and implement new tools or systems to improve efficiency and service quality.
- yze customer support metrics to identify trends and areas for improvement.
Customer Experience Management:
- Ensure that all customer interactions reflect the company s values and commitment to quality service.
- Gather and report on customer feedback suggesting improvements to products or services.
- Manage customer service tickets and ensure SLAs (Service Level Agreements) are met.
- Ensure that all customer interactions reflect the company s values and commitment to quality service.
Collaboration & Reporting:
- Work closely with other departments (e.g. Sales Product Development) to resolve customer issues and improve service delivery.
- Prepare and present reports on team performance customer satisfaction and other relevant metrics to upper management.
- Work closely with other departments (e.g. Sales Product Development) to resolve customer issues and improve service delivery.
Requirements
- Bachelor s degree in Business Communications or a related field.
- Proven experience in a leadership role within customer support or service operations.
- Direct to Consumer experience
- Excellent communication and interpersonal ss.
- Strong problemsolving abilities and attention to detail.
- Experience with customer support software is a plus.
- Ability to work in a fastpaced dynamic environment while managing multiple priorities.
- Willing to work as an Independent Contractor
- With ready internet connection and equipment
- Willing to work night shift
Preferred Ss:
- Conflict resolution and escalation management.
- Experience in data ysis and performance reporting.
- Familiarity with CRM systems and other supportrelated tools.
Bachelor s degree in Business, Communications, or a related field. Proven experience in a leadership role within customer support or service operations. Direct to Consumer experience Excellent communication and interpersonal ss. Strong problem-solving abilities and attention to detail. Experience with customer support software is a plus. Ability to work in a fast-paced, dynamic environment while managing multiple priorities. Willing to work as an Independent Contractor With ready internet connection and equipment Willing to work night shift Preferred Ss: Conflict resolution and escalation management. Experience in data ysis and performance reporting. Familiarity with CRM systems and other support-related tools.
Education
Bachelor s degree in Business, Communications, or a related field. Proven experience in a leadership role within customer support or service operations. Direct to Consumer experience Excellent communication and interpersonal ss. Strong problem-solving abilities and attention to detail.
Employment Type
Full Time
