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Customer Support Team Lead

2 months ago

San Diego California, United States Jobs for Humanity Full time

Job Title: Customer Support Team Lead

Job Summary:

Jobs for Humanity is seeking a highly motivated and experienced Customer Support Team Lead to join our team. As a key member of our customer support department, you will be responsible for managing a team of customer support representatives and ensuring exceptional customer service delivery.

Key Responsibilities:

  • Team Management: Manage and lead a team of remote customer support representatives, providing guidance and support to ensure they meet their performance goals.
  • Customer Service Strategy: Develop and implement customer service policies and procedures to ensure a seamless customer experience.
  • Performance Monitoring: Monitor team performance and provide coaching and feedback to improve customer satisfaction and service delivery.
  • Escalated Issues: Handle escalated customer inquiries and issues, working closely with other departments to resolve complex problems.
  • Continuous Improvement: Analyze customer feedback and implement improvements to enhance customer satisfaction and loyalty.
  • Collaboration: Collaborate with other departments to ensure a seamless customer experience and achieve business objectives.
  • Debt Collections: Manage debt collections and overdue payments for delinquent customers, ensuring timely and effective resolution.

Requirements:

  • Leadership Experience: Proven experience in a customer support management role, with a track record of leading high-performing teams.
  • Communication Skills: Excellent communication and leadership skills, with the ability to motivate and inspire team members.
  • Problem-Solving: Strong problem-solving abilities, with the capacity to analyze complex issues and develop effective solutions.
  • Remote Work: Ability to work effectively in a remote team environment, with minimal supervision.
  • Technical Skills: Experience with customer support software and tools, with a strong understanding of customer service best practices.
  • Education: Bachelor's degree in Business Administration or related field (preferred).

Benefits:

  • Competitive Salary: A competitive salary and benefits package, reflecting your value to our organization.
  • Remote Work Flexibility: The opportunity to work remotely, with flexible hours and a healthy work-life balance.
  • Professional Development: Access to ongoing training and development opportunities, to help you grow and succeed in your role.