2 Customer Support Lead Remote jobs in whatjobs
Customer Support Lead (Remote)
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and mentor a remote team dedicated to providing exceptional service to our users. This fully remote position is crucial for ensuring customer satisfaction and retention, and requires a leader with a passion for problem-solving and a commitment to service excellence. You will be responsible for overseeing daily support operations, handling escalated customer inquiries, training support agents, and implementing strategies to improve support efficiency and effectiveness. The ideal candidate will possess strong communication, leadership, and organizational skills, coupled with a deep understanding of customer service best practices.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and coach a remote customer support team to achieve high performance and customer satisfaction goals.
- Oversee daily support operations, including ticket management, response times, and resolution rates.
- Handle complex and escalated customer issues, providing timely and effective solutions.
- Develop and deliver training programs for new and existing support agents to ensure consistent service quality.
- Monitor customer feedback and identify trends to recommend improvements in products, services, and support processes.
- Create and maintain comprehensive knowledge base articles and support documentation.
- Collaborate with other departments, such as product and engineering, to resolve customer issues and communicate feedback.
- Implement and refine support workflows and best practices to enhance efficiency and user experience.
- Track key customer support metrics and generate regular reports for management.
- Foster a positive and collaborative team environment, promoting a customer-centric culture.
- Stay updated on industry best practices and emerging customer support technologies.
- Ensure adherence to service level agreements (SLAs) and company policies.
Qualifications:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a leadership or supervisory role.
- Proven experience managing and motivating remote teams.
- Exceptional communication, interpersonal, and problem-solving skills.
- Demonstrated ability to handle difficult customer situations with patience and professionalism.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, Intercom).
- Experience in developing training materials and conducting agent training.
- Strong analytical skills and ability to interpret customer service data.
- Ability to work independently and manage time effectively in a remote setting.
- A genuine passion for customer service and delivering outstanding experiences.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Lead - Remote
Posted 20 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support Lead to manage and inspire a high-performing remote support team. This role is crucial in ensuring exceptional customer experiences and is a fully remote position. The Customer Support Lead will be responsible for overseeing daily support operations, setting performance metrics, and implementing strategies to enhance customer satisfaction and loyalty. You will handle escalated customer issues, provide guidance and training to support agents, and continuously refine support processes and workflows. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. Experience with CRM systems, ticketing software, and knowledge base management is essential. You will analyze customer feedback and support data to identify trends, anticipate customer needs, and proactively address potential issues. This role requires a problem-solver with a patient and professional demeanor, capable of motivating a team to deliver consistent, high-quality support. You will collaborate with other departments to resolve complex customer issues and advocate for customer needs internally. This is a fantastic opportunity for a dedicated professional to shape the customer support function within a growing organization. You will play a key role in building customer relationships and ensuring the long-term success of our clients' products and services. The position demands initiative, a proactive attitude, and the ability to thrive in an independent, remote work environment. While the role is fully remote, the team's primary user base is associated with Mombasa, Mombasa, KE .
This advertiser has chosen not to accept applicants from your region.
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