Customer Support Team Lead - Remote

Overview

Patrianna is seeking an experienced Customer Support Team Lead to oversee our team of Customer Support Specialists. The ideal candidate will possess strong leadership skills, extensive experience in customer service, and the ability to inspire and motivate a team. As a Team Lead, you will ensure that your team delivers outstanding support and exceeds customer expectations, maintaining Patrianna's standards of excellence in a fast-paced, dynamic environment.

In Short

• Manage and lead a team of Customer Support Specialists.
• Conduct training sessions for new hires and ongoing development for team members.
• Monitor team performance against company KPIs and SLAs.
• Oversee the quality of customer interactions.
• Act as the first point of contact for escalated customer issues.
• Generate reports on team performance and customer feedback.
• Manage team schedules for full coverage 24/7.

Requirements

• 3-5 years in customer service, with at least 2 years in a leadership role.
• Bachelor's degree in Business Administration, Communication, or related field.
• Strong leadership and people management skills.
• Proficient in Zendesk and other CRM software.
• Exceptional communication and conflict resolution skills.
• Proactive and results-oriented.

Benefits

• Competitive salary with performance bonuses.
• Flexible, remote work environment.
• Comprehensive training and development programs.
• Opportunities for career advancement.