Customer Support Team Lead

6 days ago


Charlotte, North Carolina, United States Caesarstone Full time
Job Summary

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Caesarstone. As a key member of our customer service department, you will be responsible for leading, coaching, and motivating a team of customer support representatives to achieve exceptional customer service goals.

Key Responsibilities
  • Lead and manage a team of customer support representatives to ensure exceptional customer service delivery
  • Develop and implement effective coaching and training programs to enhance team performance and customer satisfaction
  • Collaborate with cross-functional teams to identify and resolve customer complaints and concerns in a timely and professional manner
  • Monitor and analyze customer service metrics to identify areas for improvement and develop strategies to enhance customer satisfaction
  • Ensure compliance with company policies and procedures, as well as regulatory requirements
  • Participate in departmental planning and budgeting activities to ensure alignment with business objectives
Requirements
  • Post-secondary degree or diploma in a related field (e.g. business, customer service, management)
  • Minimum 2 years of experience in a lead/management role, with a proven track record of success in customer service
  • Excellent leadership and communication skills, with the ability to motivate and coach a team
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex customer complaints
  • Ability to work in a fast-paced environment, with a high level of attention to detail and accuracy
Competencies
  • Coaching and Development
  • Collaboration and Teamwork
  • Communication and Interpersonal Skills
  • Conflict Resolution and Negotiation
  • Results-Oriented and Customer-Focused
Working Conditions

This is a full-time position, requiring a flexible schedule and willingness to work in a dynamic and fast-paced environment. The ideal candidate will be able to work independently and as part of a team, with a strong commitment to customer service and excellence.



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