Team Leader

Summary

Join Lone Wolf's Customer Support Team as a Team Lead and lead a team focused on exceptional customer satisfaction. You will develop and coach your team, analyze call center reports, and implement process improvements. This role requires experience in customer support and team leadership, along with advanced analytical and coaching skills. Lone Wolf values diversity and creating a high-performance work environment. The ideal candidate will be a critical thinker and problem-solver, capable of managing a remote team and fostering strong relationships.

Requirements

• 2-3 years of experience in Customer Support
• Ability to manage a team of 10-15 employees in a remote work environment
• Advanced analytical skills
• Advanced coaching, development and listening skills
• Ability to speak, read and write fluently in English
• Proficient in Microsoft Office applications (Outlook, Excel, SharePoint and Word)

Responsibilities

• Create high performance environment for team members
• Analyzing and interpreting call center reports, managing resources to meet team KPIs
• Proactively communicate trends and internal and external pain points based on data analysis
• Coaching direct reports through one on ones to meet their personal and professional goals
• Onboarding new staff including getting them ready to succeed
• Evaluating processes for continuous improvement and coordinating for betterment of the process
• Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product
• Manage escalations from internal and external sources

Preferred Qualifications

• Experience leading a team
• Experience in working in a SaaS type company
• Post graduate education
• Excellent communication skills help to help forge meaningful relationships
• Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly
• Ability to prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team
• Detail-oriented nature to help identify opportunities to improve processes