Phone Support and Customer Service Team Lead - Remote

Overview

As a Phone Support and Customer Service Team Lead, you will manage a remote team, ensuring exceptional customer service and operational excellence.

In Short

• Lead a remote team of 9 Phone Support agents.
• Ensure high-quality customer service interactions.
• Manage customer inquiries via Zendesk ticketing system.
• Implement ongoing training and quality assurance.
• Optimize Zendesk for better workflow efficiency.
• Focus on data-driven performance management.
• Implement new processes and tools for growth.
• Collaborate with cross-departmental teams.
• Ensure compliance with risk and regulatory requirements.
• Support the on-site supervisor in complex issue resolution.

Requirements

• Experience in customer service leadership.
• Strong knowledge of Zendesk.
• Data analysis skills for performance metrics.
• Ability to implement training programs.
• Excellent communication and collaboration skills.
• Proactive problem-solving abilities.
• Experience in a fast-paced, dynamic environment.
• Familiarity with compliance and risk management.
• Fluency in Spanish is preferred.
• Strong focus on customer satisfaction.

Benefits

• Opportunity to shape remote operations.
• Dynamic and fast-paced work environment.
• Innovative tools and technologies.
• Focus on professional development.
• Work with a global team.
• Flexible work schedule.
• Impactful role in global e-commerce.
• Supportive management team.
• Commitment to employee satisfaction.
• Work from anywhere.