Customer Support Lead - Remote

Overview

The Customer Support Lead is responsible for leading a team of customer support representatives to ensure high-quality service delivery. This role involves monitoring team performance, providing guidance and coaching, handling escalated customer issues, and collaborating with other departments to improve customer satisfaction.

In Short

• Lead the customer support team by setting goals and assigning tasks.
• Provide ongoing training and mentoring to team members.
• Monitor daily team operations and customer interactions.
• Address and resolve complex customer issues.
• Work with Specialists and Manager to improve ticket resolution times.
• Identify solutions to issues with the Mobile App and workflows.
• Review support processes for areas of improvement.
• Generate reports on team performance and customer satisfaction.

Requirements

• 1 year in a leadership and coaching experience preferred.
• 2 years customer service experience required.
• Effective verbal and written communication skills.
• Experience with conflict resolution.
• Proficiency with Microsoft Office.

Benefits

• Health, Dental, Vision insurance.
• 401(k) with company matching.
• Paid time off.
• 11 paid company holidays each year.
• Disability insurance.
• Employee assistance program.
• Referral program.