
Customer Support Team Manager
4 days ago
The Customer Support Lead will manage the daily operations of the customer support team, ensuring timely and effective resolution of customer inquiries.
Key Responsibilities:- Develop a deep understanding of company products to guide customers through troubleshooting.
- Manage escalated service requests, ensuring prompt resolution of complex issues.
- Oversee onboarding processes to ensure smooth customer transitions.
- Monitor staffing levels, including hiring, training, and scheduling, to maintain service quality.
- Design and implement efficient customer service processes.
- Regularly evaluate and update operational procedures to optimize service delivery.
- Identify recurring service issues and implement corrective actions.
- Collaborate with other departments to align support operations with business goals.
- Track and analyze customer service trends to identify and resolve service gaps.
- Monitor performance metrics and provide regular reports to senior management.
- Develop disaster recovery and business continuity plans to ensure uninterrupted operations.
- Lead, mentor, and manage the customer support team, fostering a high-performance culture.
- Conduct performance evaluations, providing feedback and coaching for team improvement.
- Ensure compliance with industry regulations and company policies within the support team.
- 3-4 years of experience in customer service roles, preferably in e-commerce, logistics, fintech, or supply chain sectors.
- At least 2 years of experience in team management.
- Proficiency with customer service software and best practices.
- Strong understanding of end-to-end e-commerce processes, from conversion through fulfillment to support.
- Exceptional interpersonal, written, and verbal communication skills.
- Ability to thrive in a fast-paced, dynamic environment and meet deadlines.
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Customer Support Team Lead
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Customer Support Team Lead
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