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Customer Service Operations Leader

2 months ago

Burlington, Kansas, United States HOMAGE Full time

Customer Support Team Lead

Location: Singapore

Type: Full-time

Role Overview

Homage is on the lookout for a dedicated Customer Support Team Lead who thrives on engaging with our most valued stakeholders: our Customers and Care Professionals. Within our operations division, we are committed to fostering a network of devoted caregivers, nurses, and physicians who are fully prepared to deliver exceptional care to those in need.

In this role, you will report directly to the Customer Support Manager and will be responsible for guiding and managing team members, addressing customer inquiries or concerns, and developing strategies and protocols to boost efficiency and effectiveness. This position primarily involves communication through email, but also includes some telephone and face-to-face interactions.

We are seeking a candidate who is:

  • Skilled in interpersonal communication and capable of delivering top-notch customer service while mentoring others to achieve the same standard.
  • Composed under pressure and adept at resolving conflicts and issues.
  • A strong leader with proven people management capabilities and experience.
  • Highly driven and resourceful in addressing challenges.
  • Comfortable working with data and metrics, using them proactively to report on performance and guide decision-making.
  • Proficient in written communication, capable of producing high-quality written materials.
  • Committed to enhancing and refining operational processes and guidelines.

Qualifications & Experience

  • A minimum of 2 years of relevant experience, preferably in hospitality, customer service, or a related field.
  • At least 1 year of experience leading a team of no fewer than 10 agents.
  • Empathetic and effective in building rapport with individuals.
  • Excellent problem-solving abilities.
  • Strong writing skills, with the ability to create high-quality written content.
  • Able to communicate effectively within the organization to obtain necessary support and information.
  • Comfortable working with numerical data.
  • Passionate about social enterprises and causes, motivated by Homage's core mission and the impact of our services and platform.