Customer Support Team Lead

Summary

The job description is for a Customer Support Team Lead position at Sezzle, a fintech company that offers interest-free installment plans. The role involves leading a team, overseeing troubleshooting efforts, crafting comprehensive instructions, and ensuring effective communication with customers. The ideal candidate should have previous experience in a customer support leadership role, excellent communication skills, strong problem-solving skills, and fluency in English and Spanish.

Requirements

• Previous experience in a customer support leadership role in a fast-paced environment
• Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish
• Proven ability to manage multiple tasks effectively and prioritize team objectives
• Strong problem-solving skills and a passion for delivering exceptional customer experiences
• Bachelor's degree or equivalent experience in a related field

Responsibilities

• Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery
• Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents
• Oversee the resolution of customer inquiries through various channels
• Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success
• Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services
• Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making

Preferred Qualifications

Familiarity with Zendesk, LiveAgent, or Jira is a plus

Benefits

At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators; we are skilled musicians, yogis, cyclists, chefs, boxers, dog-lovers, and rock-climbers