35 Customer Support Team Lead jobs in whatjobs
Customer Support Team Lead
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support Team Lead to manage their dynamic customer service and helpdesk operations. This role requires a balance of leadership, operational excellence, and a deep commitment to customer satisfaction. You will be responsible for leading, training, and motivating a team of customer support representatives to deliver exceptional service. Key responsibilities include overseeing daily operations, managing ticket queues, ensuring timely and effective resolution of customer issues, and identifying trends to improve support processes. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, with a proven ability to handle complex customer escalations. You will develop and implement support strategies, set performance metrics, and conduct regular performance reviews for team members. Experience with CRM software and helpdesk ticketing systems is essential. This position requires the ability to foster a positive and productive team environment, encouraging continuous learning and skill development among support staff. While the role is primarily remote, occasional in-office presence in Embu will be required for team meetings, training, and strategic planning sessions. We are committed to providing outstanding customer experiences, and this role is pivotal in achieving that goal. If you are passionate about customer service and have a knack for leadership, this is an excellent opportunity to make a significant impact.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Oversee daily support operations and ensure service level agreements (SLAs) are met.
- Handle escalated customer inquiries and complex issues.
- Develop and implement customer support policies and procedures.
- Monitor team performance and provide regular feedback and coaching.
- Identify training needs and coordinate relevant training programs.
- Analyze support data to identify trends and areas for improvement.
- Contribute to the continuous improvement of customer support processes and tools.
- Collaborate with other departments to resolve customer issues effectively.
- Maintain a high level of customer satisfaction and loyalty.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer service or helpdesk support.
- Minimum of 2 years of experience in a team lead or supervisory role.
- Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, communication, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- Experience in developing and implementing support strategies.
This advertiser has chosen not to accept applicants from your region.
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Job Description
Our client is looking for a motivated and experienced Customer Support Team Lead to manage their customer service operations in a fully remote environment. This role is essential for ensuring exceptional customer satisfaction by leading and supporting a team of customer service representatives. You will be responsible for setting performance goals for the team, monitoring service levels, and implementing strategies to improve efficiency and customer satisfaction. Your duties will include training and coaching team members, handling escalated customer issues, and ensuring adherence to company policies and procedures. You will also be responsible for analyzing customer feedback and support metrics to identify trends and areas for improvement, reporting these findings to management. This involves creating and updating support documentation, FAQs, and training materials to empower the support team. The ideal candidate will have a proven track record in customer service management, with at least 3 years of experience leading a support team, preferably in a remote setting. Excellent communication, interpersonal, and problem-solving skills are paramount. You should be adept at motivating and guiding a team to achieve high performance standards. Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems is required. Experience in developing and delivering training programs is a plus. A strong understanding of customer service best practices and a passion for delivering outstanding customer experiences are essential. This is a great opportunity to take on a leadership role within a dynamic organization and make a tangible impact on customer loyalty and retention, all from the convenience of a remote setup.
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Customer Support Team Lead
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking an experienced and motivating Customer Support Team Lead to oversee and guide their dedicated support team. This hybrid role requires a blend of on-site collaboration and remote flexibility, focusing on ensuring exceptional customer service and efficient issue resolution. You will be responsible for managing daily operations, coaching team members, implementing best practices, and analyzing performance metrics to drive continuous improvement. The ideal candidate possesses strong leadership qualities, excellent communication skills, a deep understanding of customer service principles, and a proven ability to motivate a team.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Manage daily team operations, including scheduling, workload distribution, and ensuring adequate coverage.
- Set performance goals and monitor team metrics (e.g., response times, resolution rates, customer satisfaction scores).
- Handle escalated customer inquiries and complex issues, providing timely and effective solutions.
- Develop and implement customer service policies, procedures, and best practices.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Identify training needs and coordinate relevant professional development opportunities for the team.
- Analyze customer feedback and support data to identify trends and areas for improvement in products and services.
- Collaborate with other departments to ensure a seamless customer experience.
- Champion a customer-centric culture throughout the support team.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
- Proven leadership and team management skills.
- Excellent communication, interpersonal, and conflict-resolution abilities.
- Strong understanding of customer support software and CRM systems.
- Proficiency in analyzing performance data and implementing improvement strategies.
- Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
- A customer-focused mindset with a passion for delivering outstanding service.
This advertiser has chosen not to accept applicants from your region.
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Job Description
We are seeking a dynamic and experienced Customer Support Team Lead to join our fully remote support operations. As a remote-first company, we are committed to providing exceptional customer service through our distributed team, and this role is vital to our success. You will lead, coach, and motivate a team of customer support representatives to deliver outstanding service and resolve customer inquiries efficiently and effectively. Your responsibilities will include managing daily team operations, setting performance goals, monitoring key metrics (response times, resolution rates, customer satisfaction), and ensuring adherence to support policies and procedures. You will also handle escalated customer issues, provide training and development opportunities for your team, and contribute to the continuous improvement of support processes and tools. The ideal candidate will have a proven track record in customer service leadership, with excellent communication, problem-solving, and interpersonal skills. You should be adept at motivating and developing a team, fostering a positive and productive work environment, even in a remote setting. Experience with customer support software and CRM systems is essential. A minimum of 3-5 years of experience in customer support, with at least 1-2 years in a supervisory or team lead role, is required. Strong understanding of customer service best practices and a passion for delivering exceptional client experiences are crucial. This is a fully remote position, so you must be self-motivated, organized, and comfortable working independently. A Bachelor's degree or equivalent experience is preferred. If you are a natural leader dedicated to empowering teams and delighting customers in a remote environment, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Team Lead
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Customer Support Team Lead to manage and inspire a fully remote customer support team. This role requires exceptional leadership skills, a deep commitment to customer satisfaction, and the ability to effectively guide a team through complex customer interactions. You will be responsible for overseeing daily operations, ensuring service level agreements are met, coaching team members, and driving continuous improvement in customer service delivery. The ideal candidate is a proactive communicator with a passion for fostering a positive and high-performing team environment.
Key Responsibilities:
Qualifications:
This fully remote opportunity, originally based in Ongata Rongai, Kajiado, KE , offers a competitive salary and the chance to lead a high-impact team. Join our client's growing organization and help redefine customer support excellence.
Key Responsibilities:
- Lead, coach, and motivate a team of remote customer support representatives.
- Monitor team performance metrics and ensure adherence to service level agreements (SLAs).
- Handle escalated customer issues and provide timely resolutions.
- Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Train new team members on product knowledge, support processes, and customer service best practices.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and enhance the overall customer experience.
- Manage scheduling and workload distribution within the team.
- Foster a positive and collaborative team culture within a remote setting.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in Business Administration or a related field is a plus.
- 3+ years of experience in customer service or support, with at least 1 year in a supervisory or leadership role.
- Proven ability to lead, motivate, and develop a team.
- Excellent problem-solving and conflict resolution skills.
- Strong understanding of customer service principles and best practices.
- Proficiency with customer support software and CRM systems.
- Exceptional communication, interpersonal, and listening skills.
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Experience in performance management and coaching.
- A commitment to delivering outstanding customer experiences.
This fully remote opportunity, originally based in Ongata Rongai, Kajiado, KE , offers a competitive salary and the chance to lead a high-impact team. Join our client's growing organization and help redefine customer support excellence.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Team Lead
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to oversee a dedicated team focused on providing exceptional service to their valued customers. This role is crucial in ensuring customer satisfaction and resolving issues efficiently, combining remote work flexibility with essential in-office collaboration. You will be responsible for leading, training, and motivating a team of customer support representatives, setting performance standards, and monitoring team productivity. Key duties include handling escalated customer inquiries, analyzing support trends to identify areas for improvement, and developing and implementing best practices for customer interaction across various channels (phone, email, chat). The ideal candidate will possess strong leadership skills, excellent problem-solving abilities, and a deep understanding of customer service principles. Experience with CRM systems and support ticketing software is essential. You will work closely with other departments to ensure a seamless customer experience. This position offers a dynamic work environment where you can make a significant impact on customer loyalty and retention, with a balance of remote autonomy and team synergy. We are looking for a proactive individual who is passionate about customer success and capable of fostering a high-performing, customer-centric team culture.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of customer support representatives.
- Set performance goals and provide regular feedback and coaching to team members.
- Monitor team performance metrics and ensure adherence to service level agreements (SLAs).
- Handle and resolve escalated customer issues and complaints with professionalism and efficiency.
- Develop and implement customer service policies and procedures.
- Train new team members on product knowledge, systems, and best practices.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and improve processes.
- Ensure consistent delivery of high-quality customer support across all channels.
- Foster a positive and customer-focused team environment.
- High school diploma or equivalent; Bachelor's degree preferred.
- Minimum of 3-5 years of experience in customer service or support roles.
- At least 1-2 years of experience in a team lead or supervisory capacity.
- Proven ability to lead and motivate a team.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of customer service principles and best practices.
- Ability to handle stressful situations and de-escalate conflicts.
- Experience with performance management and coaching.
- Adaptability and willingness to work in a hybrid environment.
This advertiser has chosen not to accept applicants from your region.
5
Job Description
Our client, a fast-growing tech company, is looking for an experienced and empathetic Customer Support Team Lead to manage their remote customer service operations. This role is fully remote and requires a leader who can inspire, train, and support a team of customer service representatives to deliver exceptional client experiences. You will be responsible for overseeing daily operations, ensuring service level agreements (SLAs) are met, handling escalated customer issues, and implementing strategies to improve customer satisfaction and retention. The ideal candidate possesses strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices in a digital environment. You should have a proven ability to coach and develop team members, analyze support metrics, and implement process improvements. Experience with CRM systems and ticketing software is essential. This is an opportunity to shape the customer support function of a rapidly expanding organization and contribute to its overall success.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives.
- Set performance goals and conduct regular performance reviews for team members.
- Ensure timely and high-quality resolution of customer inquiries and issues via various channels (email, chat, phone).
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Develop and implement customer service policies and procedures to enhance customer satisfaction.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Train new team members and provide ongoing coaching to existing staff.
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Foster a positive and productive team culture within a remote work environment.
- 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 supervisory or team lead role.
- Proven experience in managing remote teams.
- Excellent leadership, coaching, and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent written and verbal communication skills.
- Ability to remain calm and professional under pressure.
- Strong understanding of customer service metrics and reporting.
- Self-motivated and able to work independently with minimal supervision.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Team Lead
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Team Lead to manage and inspire their customer service team. This role offers a hybrid work arrangement, combining the benefits of remote flexibility with essential in-office collaboration. The ideal candidate will have a passion for customer satisfaction, excellent leadership skills, and a proven ability to resolve complex customer issues. You will be responsible for overseeing daily operations, coaching team members, and ensuring that our client provides exceptional support to its customers.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives to ensure high performance and customer satisfaction.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
- Develop and implement customer service policies and procedures to improve efficiency and customer experience.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and improve product/service offerings.
- Ensure the team meets or exceeds key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Maintain up-to-date knowledge of products, services, and company policies.
- Create and update knowledge base articles and support documentation.
- Foster a positive and motivating team environment.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead capacity.
- Proven leadership and team management skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Strong understanding of customer service principles and best practices.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Proficiency in Microsoft Office Suite or similar productivity tools.
- Experience working in a hybrid or remote team environment is a plus.
- A commitment to delivering outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
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Job Description
Our client is seeking an experienced and enthusiastic Customer Support Team Lead to manage their remote customer service operations. In this critical role, you will be responsible for leading, coaching, and motivating a team of customer support specialists to deliver exceptional service and achieve departmental goals. This fully remote position requires strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices. You will oversee daily operations, monitor team performance, handle escalated customer issues, and implement strategies to improve customer satisfaction and loyalty. Key responsibilities include training new team members, conducting performance reviews, analyzing support metrics, and contributing to the continuous improvement of customer support processes. You will also collaborate with other departments to resolve customer-related issues and provide feedback on product or service enhancements. The ideal candidate will have a proven track record in a customer support leadership role, with demonstrated success in managing and developing teams. Strong problem-solving skills, empathy, and the ability to remain calm under pressure are essential. Proficiency with customer relationship management (CRM) software and other support tools is required. This fully remote role offers the flexibility to lead your team from anywhere, fostering a positive and productive work environment. You will be instrumental in ensuring our customers receive outstanding support and build strong relationships with our brand. We are looking for a dedicated individual with a passion for customer advocacy and team development. The specific location for this role is associated with opportunities originating from Kitale, Trans-Nzoia, KE , however, the position is entirely remote.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Team Lead
Posted 21 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Team Lead to guide and inspire a team of customer service professionals. This hybrid role requires a balance of on-site presence for team collaboration and training, alongside remote work flexibility. You will be responsible for overseeing the daily operations of the customer support department, ensuring exceptional service delivery and customer satisfaction. Key responsibilities include coaching and mentoring team members, monitoring performance metrics, implementing quality assurance processes, and resolving escalated customer issues. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will play a crucial role in developing training programs, identifying areas for improvement in service delivery, and fostering a positive and productive team environment. Experience with CRM software and helpdesk ticketing systems is essential. You will also collaborate with other departments to address customer feedback and drive service enhancements. This role requires a proactive approach to problem-solving, a commitment to continuous improvement, and the ability to motivate a team towards achieving collective goals. The successful candidate will be adept at managing competing priorities and ensuring that customer needs are met efficiently and effectively, supporting operations in **Mlolongo, Machakos, KE**.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a team of customer support representatives.
- Oversee daily support operations and ensure efficient service delivery.
- Monitor key performance indicators (KPIs) and implement improvement strategies.
- Handle and resolve escalated customer complaints and issues.
- Develop and deliver ongoing training programs for the support team.
- Implement and manage quality assurance processes.
- Collaborate with other departments to enhance customer experience.
- Maintain accurate customer records and update knowledge base resources.
- Foster a positive and collaborative team environment.
- Drive initiatives to improve customer satisfaction and loyalty.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Proven experience (4+ years) in customer service, with at least 2 years in a leadership or supervisory role.
- Demonstrated success in managing and motivating customer support teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and helpdesk ticketing systems.
- Strong understanding of customer service principles and best practices.
- Ability to work effectively in a hybrid work environment.
- Experience in developing training materials and conducting staff development.
- Strong analytical skills and data-driven decision-making capabilities.
- Commitment to delivering exceptional customer service.
This advertiser has chosen not to accept applicants from your region.
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