Customer Support Team Lead

Summary

Join Patrianna's growing team as a Customer Support Team Lead! Oversee and mentor a team of Customer Support Specialists, ensuring exceptional customer service and exceeding expectations. You will manage team performance, provide training and development, handle escalated issues, and generate performance reports. This role requires strong leadership skills, customer service experience, and proficiency in Zendesk and other CRM software. Patrianna offers a competitive salary with performance bonuses, a flexible remote work environment, and comprehensive training and development programs.

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
• Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• Minimum 8 GB RAM, 1 GB HDD space
• Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider
• USB headset (noise-canceling), web camera

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