Yembo · 2 days ago

Customer Support Lead (Remote)

New York, NY

Full-time

Remote

Senior Level

$84K/yr - $84K/yr

5+ years exp

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Artificial Intelligence (AI)B2B

Growth Opportunities

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Responsibilities

Supervise, coach, and mentor a team of Tier 1 support agents to ensure high performance and professional growth.

Schedule and manage workloads to ensure adequate coverage and timely resolution of customer issues.

Conduct regular team meetings to share updates, provide feedback, and promote team engagement.

Develop training materials and facilitate onboarding for new agents.

Monitor and evaluate the quality of support provided by the Tier 1 team, ensuring adherence to service-level agreements (SLAs).

Optimize workflows to streamline processes and improve efficiency in handling insurance and moving inquiries.

Maintain and update support documentation and FAQs to enable the team to provide accurate, consistent information that includes internal and external systems.

Serve as the point of contact for handling complex or escalated customer cases that Tier 1 agents cannot resolve.

Investigate and resolve escalations with a customer-centric approach, ensuring customer satisfaction while protecting company interests.

Coordinate with Tier 2 support or other internal teams to resolve escalated issues efficiently.

Generate regular reports on key performance indicators (KPIs), including response times, resolution rates, customer satisfaction scores, and issue trends.

Analyze data to identify opportunities for process improvements and recommend actionable solutions.

Present insights to management and collaborate on strategies to enhance overall service quality.

Work closely with cross-functional teams, including operations, product development, and marketing, to address systemic issues and improve service offerings.

Serve as the voice of the customer by sharing feedback and trends with relevant stakeholders.

Ensure the team adheres to company policies, legal regulations, and industry standards related to insurance and moving services.

Proactively identify and address compliance risks in support operations.

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 support experienceInsurance industry experienceData analysisCustomer support softwareProcess improvementPerformance reportingEscalation managementTeam engagementTeam management