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Customer Service Team Lead

4 months ago

Remote, Oregon, United States MAJORITY Full time

MAJORITY is a groundbreaking all-in-one digital financial service app that includes an FDIC-insured account, Visa card, money remittance, international calling, and many other migrant-focused services. We are built for migrants, by migrants. We believe that everyone deserves the same opportunity to succeed. Our mission is to provide migrants the tools to thrive in their new country.

We are a diverse group of people from over 40 different countries that come together every day—and we're looking for others driven by the same desire to create meaningful products that bridge cultural and geographic distances. committed to delivering exceptional customer service experiences. We pride ourselves on our dedication to customer satisfaction and continuous improvement. As we continue to grow, we are seeking a passionate and diligent Customer Service Team Lead to join our team and drive excellence in customer service.

  • Are you passionate about changing the world?
  • Are you looking for that rare combination: the spirit and excitement of a start-up with an already existing and continuously growing business in the back?
  • Do you love to help others and solve customers' challenges?

Position Overview:

The Customer Service Team Lead will be responsible for leading a team of customer service representatives to deliver outstanding support to our valued customers. This role requires a blend of leadership, communication, and problem-solving skills to ensure that our team meets and exceeds performance goals while maintaining high levels of customer satisfaction.

Key Responsibilities:

  • Lead, coach, and mentor a team of customer service representatives to deliver exceptional service and achieve performance targets.
  • Develop & improve team efficiency, productivity, and overall performance.
  • Monitor team performance metrics, including response time, resolution rate, customer satisfaction scores, and quality assurance standards.
  • Provide ongoing feedback and performance evaluations to team members, identifying areas for improvement and implementing training programs as needed.
  • Act as a point of escalation for complex customer inquiries or issues, resolving them promptly and effectively.
  • Collaborate with other customer operations teams to address customer concerns and drive continuous improvement.
  • Create and maintain documentation of customer service processes, procedures, and best practices.
  • Support recruitment efforts and onboard new customer service representatives.

Qualifications:

  • Bachelor's degree in business administration or a related field.
  • Proven track record of achieving and exceeding performance targets and driving customer satisfaction, with at least 2 years of experience in a leadership or supervisory position
  • Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and team members.
  • Strong leadership abilities, including the ability to motivate and inspire team members to achieve their best.
  • Exceptional problem-solving skills, with the ability to quickly assess situations and make sound decisions.
  • Proficiency in customer service software, CRM systems, and Google Workspace.
  • Knowledge of customer service best practices, quality assurance methodologies, and relevant regulations
  • Fintech or cross-border payments experience a big plus
  • Fluent in English & Spanish

We are looking for:

  • A flexible individual who works effectively in a fast-paced, rapidly changing environment, adapting readily to changing priorities and deadlines.
  • A customer-oriented, empathetic leader with excellent communication skills.
  • A curious problem solver who loves new challenges.
  • A hardworking, dedicated, mission-driven person who is ready to grow with Majority.

We offer several benefits including paid vacation, flexible holidays, full healthcare + dental + vision, 401k with 4% match and many more benefits. We are MAJORITY. We are international, ambitious, kind, and inclusive. We believe in equal opportunity and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.