Customer Support Team Lead

Summary

Join Prepared Hero as a Customer Support Team Lead and play a pivotal role in ensuring exceptional customer satisfaction. You will oversee daily operations, mentor team members, and act as a point of escalation for complex issues. Responsibilities include coordinating team efforts, advocating for customer needs, monitoring performance metrics, and collaborating with other departments. You will also facilitate training sessions and handle operational tasks. This fully remote position offers flexibility and includes competitive hourly rates, PTO, regional holidays, year-end bonuses, a wellness budget, and a flexible work schedule.

Requirements

• Exceptional interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders at all levels
• Strong problem-solving abilities and a demonstrated aptitude for managing challenging situations with diplomacy and tact
• A commitment to delivering a superior customer experience and a passion for driving continuous improvement and growth

Responsibilities

• Coordinate the team operations of the customer support representatives to achieve departmental goals and objectives
• Provide guidance, support, and mentorship to team members to foster quality, continuous improvement, and growth
• Serve as a champion for our customers, advocating for their needs and concerns within the organization
• Strive to consistently exceed customer expectations by delivering personalized and timely support solutions that increase customer satisfaction, retention, and revenue
• Act as a point of escalation for complex customer inquiries or complaints, utilizing your expertise and resources to address and resolve issues to the customer's satisfaction swiftly
• Monitor team performance metrics, such as response times, resolution rates, customer satisfaction scores, or revenue, and implement strategies to optimize performance and efficiency
• Collaborate closely with other departments, including Operations, Fulfillment, social media, marketing, etc, to communicate customer feedback, identify areas for improvement, and ensure alignment on customer-centric initiatives
• Handle operations and back up team members or the manager when needed
• Facilitate ongoing training sessions and workshops to equip team members with the skills and knowledge necessary to deliver exceptional customer support

Benefits

• Competitive hourly rate with flexibility depending on background and experience
• PTO + Regional Holiday time off
• End-of-year bonus
• Wellness & workspace budget
• Fully remote position with flexible working schedule