amp · 1 day ago

Customer Service Team Lead (Remote)

United States

Full-time

Remote

Senior Level

$45K/yr - $52K/yr

2+ years exp

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Software Development

Hiring Manager

Alin Provozin

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Responsibilities

Lead and manage a team of customer support agents, providing guidance, training, and support.

Evaluate team performance and identify areas for improvement.

Foster a positive and collaborative team culture.

Develop and implement strategies to improve customer satisfaction and loyalty.

Analyze customer feedback and identify trends to inform improvements.

Monitor and track key performance indicators (KPIs) related to customer experience.

Identify opportunities to streamline processes and improve efficiency.

Develop and implement new processes and procedures as needed.

Collaborate with other departments to ensure a seamless customer experience.

Troubleshoot complex customer issues and escalate as necessary.

Develop and implement solutions to address recurring problems.

Communicate effectively with customers, team members, and other stakeholders.

Provide clear and concise feedback and coaching.

Prepare and analyze reports on team performance and customer satisfaction.

Identify trends and recommend actions based on data analysis.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service leadershipCustomer experience principlesCRM softwareContact center experienceQuality management systemsCustomer support metrics