Senior Customer Service Team Lead - Remote

Overview

The Senior CS Team Lead supports the Customer Service Director on leading and shaping the end to end Customer Service Experience across our company. In collaboration with the Customer Service Director, this role will help to define and shape all Customer Service processes across all the markets we operate and consider all our projects.

In Short

• Improve customer service engagement and satisfaction using technological tools.
• Ensure team efficiency according to business needs and policies.
• Take ownership of customer issues and follow through to resolution.
• Keep accurate records of customer service actions and discussions.
• Lead and develop the team to enhance performance with clear goals.
• Promote productivity, service effectiveness, and open communication.
• Coordinate daily operations and provide timely responses.
• Analyze statistics and compile reliable reports for decision-making.
• Collaborate with HR on recruitment, development, and performance reviews.
• Control resources to achieve qualitative and quantitative targets.

Requirements

• Experience in customer service leadership.
• Strong analytical and reporting skills.
• Ability to improve processes and implement best practices.
• Excellent communication and teamwork skills.
• Experience in managing teams and performance metrics.
• Familiarity with technological tools for customer service.
• Ability to work collaboratively with HR and other departments.

Benefits

• Opportunity for personal growth and development.
• Dynamic work environment.
• Collaboration with a dedicated team.