Customer Support Team Leader(Global)
To see similar active jobs please follow this link: Remote Customer Success jobs
About the Role:
First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say 'This isn't good, and here's why'), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.
Day-to-Day Responsibilities:
Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
Occasionally handling angry customer escalations
Ensure schedule adherence by agents and desired productivity levels
Maintaining coaching logs and providing regular written feedback to agents
Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
Listen to team members’ feedback and resolve any challenges or conflicts
Initiate consequence management steps in the case of low-performing team members
Delegate tasks to high potential team members to build a culture of learning and development in the team
Suggest and lead team building activities for team motivation
Profile Must Haves:
+2 years Team Leader experience-you've directly led and supervised a team
+2 years of coaching experience - you've been directly responsible for helping others improve their performance
+2 years of customer service experience - you have been in a customer-facing position
System Requirements
Minimum 15Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection
This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.
About the job
Customer Support Team Leader(Global)
To see similar active jobs please follow this link: Remote Customer Success jobs
About the Role:
First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say 'This isn't good, and here's why'), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.
Day-to-Day Responsibilities:
Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
Occasionally handling angry customer escalations
Ensure schedule adherence by agents and desired productivity levels
Maintaining coaching logs and providing regular written feedback to agents
Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
Listen to team members’ feedback and resolve any challenges or conflicts
Initiate consequence management steps in the case of low-performing team members
Delegate tasks to high potential team members to build a culture of learning and development in the team
Suggest and lead team building activities for team motivation
Profile Must Haves:
+2 years Team Leader experience-you've directly led and supervised a team
+2 years of coaching experience - you've been directly responsible for helping others improve their performance
+2 years of customer service experience - you have been in a customer-facing position
System Requirements
Minimum 15Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection
This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.