Team Lead, Customer Support

Posted 47ds ago

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Team Leader managing a B2C Customer Support team for a marketplace with 20m+ users. Guiding team performance and enhancing operational workflows.

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.
Ensure customers receive top-level service when interacting with support.
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.
Promote a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve.

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.
Experience leading teams of 10+ people is a plus.
Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication.
Strong understanding of tone of voice principles and customer communication strategies.
Experience working with evolving or early-stage products, services, or startups is highly desirable.

Opportunity to join our Employee Stock Options program.
Opportunity to help scale a unique product.
Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
Paid volunteering opportunities.
Work location of your choice: office, remote, opportunity to work and travel.
Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.