Customer Service Team Lead - Remote

Overview

The Customer Service Team Lead is responsible for leading and supporting the customer service team to ensure the highest level of customer satisfaction. This role involves overseeing daily operations, handling escalated issues, training and mentoring team members, and implementing strategies to improve service quality and efficiency.

In Short

• Lead, mentor, and motivate the customer service team.
• Handle complex customer cases and ensure timely resolutions.
• Conduct performance evaluations and support team development.
• Manage daily operations and scheduling for adequate coverage.
• Monitor customer interactions for quality assurance.
• Prepare reports on team performance and service levels.
• Ensure compliance with regulatory guidelines in customer interactions.
• Facilitate training sessions for team members.
• Collaborate with cross-functional teams to enhance service processes.
• Promote a culture of continuous improvement within the team.

Requirements

• Bachelor's degree in Business, Communications, or related field preferred.
• 3-5 years of customer service experience, including supervisory roles.
• Proven leadership capabilities managing high-performing teams.
• Exceptional communication and conflict-resolution skills.
• Experience with customer service tools and CRM platforms.
• Strong analytical and problem-solving abilities.
• Excellent organizational and time-management skills.
• Comfortable working with data to inform decisions.

Benefits

• Opportunity to work in a dynamic financial institution.
• Mission-driven and entrepreneurial environment.
• Competitive compensation with performance-based incentives.
• Collaborative and flat company culture.
• Hybrid work option with occasional remote work.
• 28 days annual leave and 30 days sick leave.
• $500 annual professional development budget.
• Opportunities for professional growth and leadership development.
• Team meals and social events.
• Flexible working hours.