Customer Support Specialist Lead

Summary

The job involves managing a team of 8-10 customer service agents, handling customer interactions on multiple platforms, hiring and training new agents, maintaining and enhancing the customer service system, identifying and resolving issues, ensuring full-time availability, and expanding support teams for additional products. The role requires proven experience in a customer service management role within the DTC industry, strong leadership skills, excellent problem-solving abilities, familiarity with specific platforms, ability to work independently, and excellent communication skills.

Requirements

• Proven experience in a customer service management role within the DTC industry
• Strong leadership and team management skills
• Excellent problem-solving abilities and a proactive approach to identifying and resolving issues
• Familiarity with customer service platforms such as CheckoutChamp, Clickbank, Digistore, and FreshDesk
• Ability to work independently and take initiative
• Excellent communication skills, both written and verbal

Responsibilities

• Team Management: Oversee and manage a team of 8-10 customer service agents
• Platform Management: Handle customer interactions across multiple platforms, utilizing FreshDesk for email support
• Hiring & Training: Hire, train, and onboard additional customer service agents as the company grows
• System Leadership: Maintain and enhance the customer service system, ensuring processes are followed
• Problem Solving: Identify root causes of customer issues and implement solutions to improve customer satisfaction
• Availability: Ensure the team is available full-time, providing support during designated days and hours