Customer Service Lead - Remote

Overview

Our client, a new Silicon Valley based profitable B2C product startup, is looking for a Customer Service Lead to manage a team and enhance customer service delivery.

In Short

• Manage a team of customer service representatives.
• Provide training and coaching for high-quality service.
• Define and monitor team performance metrics.
• Handle complex customer inquiries and complaints.
• Ensure the team has necessary tools and resources.
• Conduct performance evaluations and manage schedules.
• Participate in recruitment for new team members.
• Develop and implement customer service policies.
• Collaborate with Product Managers to optimize service experience.
• Act as a customer advocate providing feedback on needs.

Requirements

• 5+ years of customer service experience.
• 2+ years as a customer service lead.
• Experience in a B2C context.
• Significant Zendesk experience.
• Managed a team of 5+ agents.
• Experience writing and managing FAQs.
• Building support automation using AI tools.
• Experience collaborating with product teams.
• VPN industry experience preferred.
• Upper Intermediate English proficiency.

Benefits

• Fast-paced, innovative environment.
• Remote work flexibility.
• Direct impact on company growth.
• Collaborative culture with a motivated team.