Why you'll love this role

As the Customer Service Team Leader you’ll be an integral member of an exciting, hyper growth company as we continue to expand our service globally. The Team Lead will manage and build relationships with a team of front-line agents to deliver a great customer experience. You’ll work with and coach your team to achieve CS team goals and hit key performance metrics. You will also occasionally lead CS initiatives around things such as process improvement, focus groups, special projects, etc.

What you'll do

• Day-to-day management of a team including monitoring employee time cards, performance, annual leave, etc. for customer service agents and team captain
• Assigning teammates to work based on SL and customer needs
• Facilitating team meetings on a regular/monthly basis
• Coaching and providing feedback to your team in a thoughtful and consistent manner
• Working with the CS Quality Assurance team to identify gaps in knowledge and performance, and creating a team level action plan for improvements
• Motivating and monitoring your team to achieve results and hit key performance metrics
• Supervising team members as they work, and stepping in where needed to ensure an outstanding customer experience
• Identifying gaps in processes and working with the appropriate team to remedy
• Leading front-line team members
• Assistance with developing an assigned Team Captain
• Monitoring CSAT scores for each team member and providing recognition and feedback based on customer reviews and feedback submitted by Team Captains
• Being knowledgeable and accountable for your team’s overall performance
• Building relationships with your team members
• Helping Customer Service Managers implement recognition initiative
• Complete any other duties deemed necessary by management

About you

• Experience managing others and keen ability to build their trust
• Customer Service or related experience, with increasing responsibilities
• Demonstrated track record of driving tangible improvement
• Comfortable in a fast-paced, startup work environment, with the ability to adapt quickly
• Confident in making independent decisions and owning the outcomes
• Proficient in MS Office, Google Suite, Slack, and other common office software
• Analytical skills necessary to resolve problems requiring a professional level of business knowledge
• Ability to manage large workloads and prioritize