Customer Support Team Leader

Job Description

Job Summary

We are seeking a motivated and experienced Customer Service Team Leader to oversee our customer service team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive team environment, and driving performance improvements. This role requires excellent communication skills, strong leadership capabilities, and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Team Leadership:
• Supervise and support a team of customer service representatives.
• Provide coaching, training, and performance feedback to team members.
• Foster a positive and collaborative team environment.
• Customer Support:
• Handle escalated customer inquiries and resolve issues promptly.
• Ensure the team adheres to company policies and service standards.
• Monitor and maintain high levels of customer satisfaction.
• Performance Management:
• Track team performance metrics and report on progress.
• Identify areas for improvement and implement strategies to enhance service delivery.
• Conduct regular team meetings to discuss performance, goals, and best practices.
• Process Improvement:
• Collaborate with management to develop and refine customer service processes.
• Gather feedback from team members and customers to identify opportunities for improvement.
• Implement new tools and technologies to enhance team efficiency.
• Training and Development:
• Assist in onboarding and training new team members.
• Provide continuous learning opportunities and resources for staff development.
  

Job requirements

• Education:
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• Experience:
• Minimum of 3 years of experience in customer service, with at least 1 year in a leadership role.
• Proven track record of managing a team and driving performance improvements.
• Skills:
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and decision-making skills.
• Proficient in customer service software and Microsoft Office Suite.