Job Description
Job Description
We are seeking a dynamic and experienced Customer Support Lead to join our team. As the
Customer Support Lead, you will be responsible for managing and overseeing our customer
support team to ensure exceptional service delivery to our clients. You will play a crucial role in
maintaining high customer satisfaction levels and building strong relationships with our clientele.
Responsibilities
Manage and lead a team of customer support representatives, providing guidance, training, and
mentor-ship to ensure exceptional service delivery.
Develop and implement customer service policies, procedures, and standards to optimize
efficiency and effectiveness.
Monitor team performance and KPIs, identifying areas for improvement and implementing
strategies to enhance productivity and customer satisfaction.
Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to
ensure a positive customer experience.
Collaborate with cross-functional teams, including Sales, Product Development, and Operations,
to address customer needs and enhance the overall customer journey.
Analyze customer feedback and data to identify trends and insights, driving continuous
improvement initiatives.
Stay updated on industry trends and best practices in customer support to enhance service
delivery and maintain a competitive edge.
Requirements
Bachelors degree in Business Administration, Marketing, or related field.
Proven experience (2+ years) in a customer support or customer service management role.
Strong leadership and management skills, with the ability to inspire and motivate team
members to achieve goals and objectives.
Excellent communication and interpersonal skills, with the ability to interact effectively with
customers and team members at all levels.
Solid understanding of customer service principles and practices, with a Customer-centric
mindset.
Analytical mindset with the ability to interpret data and metrics to drive decision-making and
process improvements.
