11 Customer Support Lead jobs in whatjobs
Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage and elevate their customer service operations. This role is fully remote, requiring the ability to lead a team of support agents, implement best practices, and ensure exceptional customer satisfaction from a virtual environment. You will be responsible for training, performance management, issue resolution, and continuous improvement of support processes. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a deep understanding of customer service principles.
Responsibilities:
Join our client and be instrumental in delivering outstanding support experiences.
Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and productive work environment.
- Develop and implement customer support policies, procedures, and quality standards.
- Monitor customer interactions across various channels (email, chat, phone) to ensure prompt, accurate, and empathetic responses.
- Handle escalated customer issues and complaints, working towards satisfactory resolutions.
- Train new support agents and provide ongoing coaching and performance feedback to the existing team.
- Analyze customer support data and metrics to identify trends, areas for improvement, and opportunities for service enhancement.
- Collaborate with other departments (e.g., product development, sales) to address customer feedback and improve overall customer experience.
- Maintain up-to-date knowledge of the company's products and services.
- Develop and update knowledge base articles and FAQs for both internal and external use.
- Ensure adherence to service level agreements (SLAs) and performance targets.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer service or support roles, with at least 2 years in a team lead or supervisory capacity.
- Proven ability to lead and motivate remote teams effectively.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles, metrics, and best practices.
- Proficiency in using customer support software (CRM, ticketing systems) and collaboration tools.
- Ability to manage conflict resolution and de-escalate challenging customer situations.
- Detail-oriented with strong organizational and time management skills.
- Self-motivated and able to work independently in a remote setting.
- Experience in training and developing customer support staff.
Join our client and be instrumental in delivering outstanding support experiences.
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage their remote customer service operations. This fully remote role requires a proactive leader who can guide a team of support agents, ensuring exceptional customer experiences. You will be responsible for overseeing the daily operations of the customer support department, handling escalated customer issues, and implementing strategies to improve customer satisfaction and retention. Your duties will include training and mentoring support staff, developing support documentation and knowledge bases, and monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer feedback. The ideal candidate will have a deep understanding of customer service best practices, excellent communication and conflict-resolution skills, and a proven ability to lead and motivate a remote team. You will also be involved in analyzing customer feedback to identify trends and areas for product or service improvement. This role is crucial for maintaining high levels of customer loyalty and satisfaction for our client. We are looking for an individual who is passionate about customer advocacy and has a strategic approach to problem-solving. The ability to work independently, manage time effectively, and maintain a positive attitude in a remote setting is essential. You will be a key point of contact for complex customer inquiries and will play a vital role in shaping the customer support strategy. Our client values a candidate who can demonstrate leadership in a virtual environment and foster a culture of excellent service. The role is based in Kericho, Kericho, KE , but the position is entirely remote.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a remote team of customer support representatives.
- Oversee daily customer support operations and ensure timely resolution of inquiries.
- Handle complex customer escalations and provide solutions.
- Develop and maintain customer support policies, procedures, and documentation.
- Train, coach, and mentor support staff to enhance their skills and performance.
- Monitor customer support KPIs and implement strategies for improvement.
- Analyze customer feedback to identify trends and recommend product/service enhancements.
- Foster a customer-centric culture within the support team.
- Collaborate with other departments to ensure a cohesive customer experience.
- Manage and optimize support tools and technologies.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams.
- Strong understanding of customer support best practices and KPIs.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Proficiency in customer relationship management (CRM) software.
- Ability to work independently and effectively in a remote environment.
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1
Customer Support Lead
Posted 16 days ago
Job Viewed
Job Description
Our client, a leading service provider in Mombasa, Mombasa, KE , is looking for a dedicated and experienced Customer Support Lead to manage their growing customer service department. This role involves overseeing daily operations, training and mentoring a team of customer service representatives, and ensuring the delivery of exceptional customer experiences. The ideal candidate will have a proven background in customer service management, with a strong understanding of helpdesk software and CRM systems. You will be responsible for developing and implementing customer service policies and procedures, monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and reporting on team performance. This position requires excellent problem-solving abilities, strong leadership skills, and the capacity to handle escalated customer issues with professionalism and efficiency. You will also play a key role in identifying areas for service improvement and collaborating with other departments to address customer feedback. The successful candidate must be adept at managing schedules, ensuring adequate staffing levels, and fostering a positive and productive team environment. A passion for customer satisfaction and a commitment to exceeding expectations are paramount. This is a hybrid role, requiring some presence in the office. We are seeking an individual who is empathetic, patient, and possesses outstanding communication skills, both written and verbal. If you are a natural leader with a talent for customer engagement and operational excellence, we want to hear from you.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
Posted 14 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and elevate their customer service operations. This is a fully remote, full-time position where you will lead a team of customer support representatives, ensuring exceptional service delivery and customer satisfaction. Your responsibilities will include overseeing daily support operations, training and mentoring support staff, developing and implementing effective customer service policies and procedures, and managing ticket queues to ensure timely resolution of inquiries. You will also be responsible for analyzing customer feedback and support data to identify areas for improvement, reporting on key support metrics, and collaborating with other departments to resolve complex customer issues. Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems (e.g., Zendesk, Freshdesk) is essential. Strong problem-solving skills, excellent communication (both written and verbal), and leadership abilities are critical for success. The ideal candidate will have a passion for customer advocacy and a proven ability to motivate and manage a remote team effectively. Experience in developing customer service strategies, creating knowledge base articles, and managing escalation processes is highly valued. Our client is committed to providing outstanding support, and this role is central to achieving that goal. You should be adept at handling challenging customer interactions with professionalism and de-escalation techniques. This role requires a high level of autonomy, initiative, and the ability to work independently while fostering a collaborative team spirit. This position supports the broader operational context of **Ongata Rongai, Kajiado, KE**.
This advertiser has chosen not to accept applicants from your region.
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage our remote customer service operations. This position is a fully remote role, with the administrative base in Machakos, Machakos, KE . As a Customer Support Lead, you will be responsible for leading a team of customer service representatives, ensuring the highest standards of customer satisfaction, and resolving complex customer issues. Your duties will include training and mentoring support staff, developing and implementing customer service policies and procedures, monitoring team performance, and analyzing customer feedback to identify areas for improvement. You will also handle escalated customer complaints, collaborate with other departments to resolve customer issues, and contribute to the continuous improvement of our customer support strategy. The ideal candidate will have exceptional communication and interpersonal skills, a strong understanding of customer service best practices, and proven leadership experience in a remote environment. Proficiency in customer relationship management (CRM) software and other support tools is essential. We are looking for an individual who is passionate about customer advocacy, possesses excellent problem-solving abilities, and can effectively motivate and manage a remote team. This role offers the chance to make a significant impact on customer experience and contribute to the growth of our organization. Your leadership will be key in fostering a positive and supportive team culture, ensuring that every customer interaction is handled with professionalism and efficiency. We are committed to providing outstanding support and believe your expertise will be invaluable in achieving this goal.
This advertiser has chosen not to accept applicants from your region.
4
Job Description
Our client is seeking an experienced and motivated Customer Support Lead to oversee their customer service operations. This role is pivotal in ensuring exceptional customer satisfaction and providing timely, effective solutions to client inquiries. As the Lead, you will manage a team of customer support representatives, providing guidance, training, and performance management. Your responsibilities will include developing and implementing customer service policies and procedures, monitoring team performance metrics, analyzing customer feedback, and identifying areas for improvement. You will also handle escalated customer issues, acting as a point of escalation for complex problems that require senior intervention. The ideal candidate possesses outstanding interpersonal and communication skills, with a strong ability to resolve conflicts and de-escalate challenging situations. Experience in team leadership, customer relationship management (CRM) systems, and ticketing software is essential. A deep understanding of customer service best practices and principles is required. You should be adept at creating a positive and supportive team environment, fostering a culture of excellent customer care. This role requires a strategic thinker who can contribute to the overall customer experience strategy. The ability to analyze data, identify trends, and translate them into actionable insights is crucial. This position is based in our client's office located in Kitale, Trans-Nzoia, KE .
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5
Customer Support Lead
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and empathetic Customer Support Lead to spearhead their fully remote customer service operations. This pivotal role requires a leader with a passion for customer success, exceptional problem-solving skills, and the ability to build and motivate a high-performing support team. You will be responsible for overseeing the daily operations of the customer support department, ensuring timely and effective resolution of customer inquiries and issues across all channels (email, chat, phone). The ideal candidate will have a proven track record in customer support management, with a deep understanding of best practices in customer service and experience managing remote teams.
The Customer Support Lead will develop, implement, and refine customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. This includes establishing key performance indicators (KPIs) for the support team and monitoring performance to ensure service level agreements (SLAs) are met and exceeded. You will be responsible for training, coaching, and mentoring customer support representatives, fostering a positive and supportive team environment that promotes continuous learning and professional development. Hiring, onboarding, and performance management of team members will be key responsibilities.
A significant part of the role involves acting as an escalation point for complex customer issues, providing in-depth troubleshooting and resolution. You will analyze customer feedback and support data to identify trends, recurring issues, and opportunities for product improvement, working closely with product and engineering teams to address these. Developing and maintaining comprehensive knowledge base articles and support documentation to empower customers and the support team will be crucial. Ensuring a consistent and high-quality customer experience across all touchpoints is paramount. This role demands excellent communication, leadership, and analytical skills, with the ability to thrive in a fast-paced, remote work environment.
Required qualifications include a Bachelor's degree in Business Administration, Communications, or a related field; a Master's degree is a plus. A minimum of 5 years of experience in customer support roles, with at least 2 years in a leadership or supervisory capacity, is required. Proven experience managing remote customer support teams is essential. Strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is mandatory. Excellent analytical, problem-solving, and conflict-resolution skills are crucial. Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically, are essential. The ability to remain calm under pressure and lead by example in customer-facing situations is required.
The Customer Support Lead will develop, implement, and refine customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. This includes establishing key performance indicators (KPIs) for the support team and monitoring performance to ensure service level agreements (SLAs) are met and exceeded. You will be responsible for training, coaching, and mentoring customer support representatives, fostering a positive and supportive team environment that promotes continuous learning and professional development. Hiring, onboarding, and performance management of team members will be key responsibilities.
A significant part of the role involves acting as an escalation point for complex customer issues, providing in-depth troubleshooting and resolution. You will analyze customer feedback and support data to identify trends, recurring issues, and opportunities for product improvement, working closely with product and engineering teams to address these. Developing and maintaining comprehensive knowledge base articles and support documentation to empower customers and the support team will be crucial. Ensuring a consistent and high-quality customer experience across all touchpoints is paramount. This role demands excellent communication, leadership, and analytical skills, with the ability to thrive in a fast-paced, remote work environment.
Required qualifications include a Bachelor's degree in Business Administration, Communications, or a related field; a Master's degree is a plus. A minimum of 5 years of experience in customer support roles, with at least 2 years in a leadership or supervisory capacity, is required. Proven experience managing remote customer support teams is essential. Strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is mandatory. Excellent analytical, problem-solving, and conflict-resolution skills are crucial. Exceptional written and verbal communication skills, with the ability to convey information clearly and empathetically, are essential. The ability to remain calm under pressure and lead by example in customer-facing situations is required.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Support Lead
Posted 11 days ago
Job Viewed
Job Description
Our client is searching for an experienced and customer-focused Customer Support Lead to guide their support team and enhance the overall customer experience. This hybrid role combines remote work flexibility with essential in-office collaboration to ensure optimal team performance and client satisfaction. You will be responsible for overseeing the daily operations of the customer support department, including managing ticket queues, resolving escalated customer issues, and ensuring adherence to service level agreements (SLAs). A key part of your role will involve training, mentoring, and motivating a team of customer support representatives, fostering a high-performance culture centered on empathy and efficiency. You will develop and refine support processes, knowledge base articles, and customer communication templates to improve response times and resolution rates. Analyzing customer feedback and support metrics, you will identify trends and recommend improvements to products and services. Collaboration with other departments, such as sales, marketing, and product development, is crucial to ensure a cohesive customer journey. The ideal candidate possesses a proven track record in customer service management, with strong leadership and interpersonal skills. Experience in developing and implementing customer support strategies is essential. You should be proficient in using customer relationship management (CRM) software and various helpdesk platforms. Excellent problem-solving, communication, and conflict-resolution abilities are paramount. A positive attitude, a passion for helping others, and the ability to adapt to a hybrid work model are crucial. You will split your time between remote work, focusing on individual tasks and communication, and in-office days, dedicated to team meetings, training sessions, and collaborative problem-solving. This role offers a fantastic opportunity to shape customer support excellence and lead a dedicated team in delivering outstanding service.
This advertiser has chosen not to accept applicants from your region.
7
Job Description
Our client, a leading innovator in the software-as-a-service (SaaS) sector, is looking for a passionate and experienced Customer Support Lead to build and manage their remote customer support operations. This is a fully remote position, offering a fantastic opportunity to shape the customer experience from the ground up. You will be responsible for leading a team of support specialists, ensuring exceptional service delivery, and implementing best practices to drive customer satisfaction and retention.
Responsibilities:
Qualifications:
This is a critical role for our client as they scale their services globally. We are seeking an empathetic and driven leader who can inspire a remote team to provide world-class support. If you excel at building positive customer relationships and empowering support teams, we encourage you to apply.
Responsibilities:
- Lead, mentor, and develop a high-performing team of remote customer support specialists.
- Establish and refine customer support workflows, processes, and best practices.
- Manage incoming support requests across multiple channels (email, chat, phone, social media), ensuring timely and effective resolution.
- Develop and maintain comprehensive knowledge base articles and FAQs for customers and support staff.
- Monitor key customer support metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Analyze customer feedback and support trends to provide insights to product and engineering teams.
- Handle escalated customer issues with professionalism and efficiency.
- Implement and manage customer support tools and technologies.
- Ensure consistent brand voice and high-quality communication in all customer interactions.
- Recruit, train, and onboard new customer support team members.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer support, with at least 2 years in a team lead or supervisory role.
- Proven experience building and managing remote customer support teams.
- Exceptional understanding of customer service principles and best practices.
- Strong leadership, coaching, and motivational skills.
- Excellent written and verbal communication skills, with a knack for de-escalation and problem-solving.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to analyze data and generate actionable insights.
- Highly organized, detail-oriented, and able to manage multiple priorities effectively.
- Must be a self-starter with a passion for delivering outstanding customer experiences in a remote environment.
This is a critical role for our client as they scale their services globally. We are seeking an empathetic and driven leader who can inspire a remote team to provide world-class support. If you excel at building positive customer relationships and empowering support teams, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
8
Customer Support Lead
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Lead to manage and elevate their remote customer service operations. This pivotal role involves overseeing a team of support agents, ensuring the highest standards of customer satisfaction, and driving continuous improvement in support processes. You will be responsible for coaching and mentoring the support team, handling escalated customer issues, developing training materials, and monitoring team performance metrics. The ideal candidate will possess strong leadership abilities, exceptional communication skills, and a deep understanding of customer service best practices. Experience in a remote support environment is highly advantageous. You will work on implementing strategies to enhance customer loyalty and resolve complex problems efficiently. Key responsibilities include defining service level agreements (SLAs), analyzing customer feedback, and collaborating with product and engineering teams to address recurring issues. This role offers the flexibility of remote work, requiring a high degree of self-motivation and the ability to lead a dispersed team effectively. We are looking for an individual who can inspire their team, foster a positive and productive work environment, and contribute to strategic customer support initiatives. A Bachelor's degree in Business, Communications, or a related field, along with 4+ years of experience in customer support, including at least 1-2 years in a leadership or supervisory role, is required. Proficiency in CRM software and helpdesk ticketing systems is essential. Strong problem-solving skills, empathy, and a passion for delivering outstanding customer experiences are crucial. Join our client and lead their customer support function to new heights, ensuring exceptional service delivery in a remote setting.
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