Customer Support Lead - Remote

Overview

Patrianna seeks a strategic and proactive Customer Support Lead to oversee our team of Customer Support Team Leads, ensuring the delivery of high-quality customer support and the achievement of specific operational goals. This role is pivotal in enhancing team effectiveness, overseeing quality assurance, and driving the continuous improvement of service standards. The ideal candidate will possess a robust background in customer support management, with a proven track record of mentoring leaders, optimizing team performance, and maintaining high operational standards.

In Short

• Guide and mentor a team of Customer Support Team Leads.
• Oversee the monitoring and achievement of KPIs.
• Drive implementation of training and coaching programs.
• Oversee the quality assurance process.
• Analyze existing support processes for improvements.
• Lead recruitment efforts for team leads and support staff.
• Develop performance improvement plans for underperforming members.
• Prepare detailed reports on team performance.
• Handle escalated issues and make high-stake decisions.

Requirements

• Minimum of 5+ years in a customer support management role.
• Bachelor's degree in Business Administration or related field.
• Strong leadership and strategic planning skills.
• Proficient in CRM software like Zendesk.
• Exceptional communication and problem-solving skills.

Benefits

• Competitive salary with performance-based incentives.
• Opportunity to work remotely with flexible hours.
• Comprehensive health and wellness benefits.
• Continuous professional development opportunities.
• Engage in a high-growth, innovative company culture.