Workwize is hiring a
Customer Support Team Lead

Summary

Workwize is seeking a dynamic Customer Support Team Lead to oversee their international remote team and enhance customer support operations. The role involves managing daily operations, driving team performance, and implementing innovative solutions to improve service quality. The ideal candidate has 5+ years of experience in customer support, at least 2 years in a leadership role, full expertise in Zendesk, and strong analytical skills.

Requirements

• 5+ years of experience in customer support, including at least 2 years in a leadership role
• Full expertise in Zendesk
• Experience managing remote and international teams

Responsibilities

• Ensure top-tier service for users while continuously improving their experience
• Manage the team (Currently 6 agents, to be grown)
• Hire new agents in various geographies
• Conduct audits of team interactions and performance
• Provide feedback and develop improvement plans
• Recognize high performers and address performance issues
• The second line of resolution for ticket escalations
• Diagnose and resolve common team challenges
• Analyze customer feedback to identify and address systemic issues
• Oversee Zendesk's ways of working and continuously improve processes

Preferred Qualifications

Experience in a SaaS environment is desirable

Benefits

• Flexible hybrid/remote work environment
• Top-notch tools and equipment provided