Remote Customer Support Team Lead

Summary

Join our team as a Customer Support Team Lead and lead a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction.

Requirements

• Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the Gaming/eCommerce industry
• Bachelor’s degree in Business Administration, Communication, or a related field
• Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills
• Proactive, results-oriented, with a high degree of initiative and independence

Responsibilities

• Manage and lead a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction
• Conduct training sessions for new hires and provide ongoing training and development for team members
• Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance
• Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards
• Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion
• Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning
• Manage team schedules to ensure full coverage 24/7, including weekends and public holidays

Benefits

• Competitive salary with performance bonuses
• Flexible, remote work environment
• Comprehensive training and development programs
• Opportunities for career advancement in a fast-growing international company