4 Customer Support Team Lead jobs in whatjobs
Customer Support Team Lead
Posted 16 days ago
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Job Description
Our client is seeking an experienced and dynamic Customer Support Team Lead to manage and inspire a dedicated team of support professionals in Mombasa, Mombasa, KE . This role is crucial in ensuring exceptional customer service delivery and fostering a positive support environment. The Team Lead will be responsible for guiding daily operations, monitoring team performance, and implementing strategies to enhance customer satisfaction and issue resolution efficiency. You will coach, mentor, and train support agents, conduct performance reviews, and manage schedules to ensure adequate coverage. Key responsibilities include resolving complex customer issues, identifying trends in customer inquiries, and providing feedback to improve products and services. The ideal candidate will have a strong background in customer service management, excellent leadership and communication skills, and a deep understanding of customer support best practices. Experience in conflict resolution and a proactive approach to problem-solving are essential. You will be expected to uphold high standards of professionalism and efficiency within the support department. This is an excellent opportunity to take on a leadership role within a growing organization and make a significant impact on the customer experience. Join our client's team and help drive customer loyalty and satisfaction through outstanding support.
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Customer Support Team Lead
Posted 9 days ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to manage and mentor their fully remote customer service team. This role is crucial in ensuring exceptional customer satisfaction by overseeing daily operations, training support staff, and implementing effective support strategies. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You will be responsible for monitoring team performance, analyzing support metrics, and identifying areas for improvement. Proficiency in customer relationship management (CRM) software and ticketing systems is essential. This is a remote-first position, requiring the ability to motivate and guide a distributed team, foster a positive team culture, and maintain high standards of service delivery. Your responsibilities will include: supervising and coaching customer support representatives, handling escalated customer issues, developing and delivering training programs, implementing quality assurance processes, contributing to the creation of knowledge base articles and support documentation, and collaborating with other departments to resolve customer concerns. We are looking for a proactive problem-solver with a passion for helping customers and developing team members. Experience in a customer-facing role and a proven ability to manage a team are mandatory. This is an exciting opportunity to lead a dedicated team and enhance customer experience from your home office, supporting customers of our client in **Mlolongo, Machakos, KE**, and globally. A Bachelor's degree in a related field or equivalent work experience is preferred. A minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or lead role, is required. Strong interpersonal skills, conflict resolution abilities, and a commitment to continuous improvement are essential.
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Customer Support Team Lead
Posted 2 days ago
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Job Description
Our client is seeking an experienced and dedicated Customer Support Team Lead to manage their customer service operations in Malindi, Kilifi, KE . This role requires a motivated individual who can effectively lead a team of support agents, ensure exceptional customer service delivery, and contribute to the continuous improvement of support processes. The ideal candidate will possess strong leadership skills, excellent problem-solving abilities, and a deep understanding of customer service best practices. While the role offers a hybrid work arrangement, blending remote flexibility with essential in-office collaboration, it demands a strong on-site presence for team management and strategic oversight.
Key responsibilities include:
The successful candidate will have a Bachelor's degree or equivalent experience. A minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead capacity, is required. Proven experience in managing and coaching a customer support team is essential. Excellent communication, interpersonal, and conflict resolution skills are a must. Strong analytical and problem-solving abilities, coupled with proficiency in CRM software and helpdesk ticketing systems, are expected. The ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities, is crucial. This role is based in Malindi, Kilifi, KE, and requires a candidate committed to both the team's success and exceptional customer outcomes.
Key responsibilities include:
- Leading, training, and motivating a team of customer support representatives.
- Setting performance goals and monitoring team productivity and quality of service.
- Handling escalated customer issues and resolving complex problems with efficiency and professionalism.
- Developing and implementing customer service policies and procedures.
- Analyzing customer feedback and support metrics to identify areas for improvement.
- Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborating with other departments to address customer needs and improve product/service offerings.
- Creating and maintaining a positive and productive work environment for the support team.
- Managing team schedules, ensuring adequate coverage during operating hours.
- Staying updated on product knowledge and industry trends to effectively support customers.
- Conducting regular team meetings and one-on-one performance reviews.
The successful candidate will have a Bachelor's degree or equivalent experience. A minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead capacity, is required. Proven experience in managing and coaching a customer support team is essential. Excellent communication, interpersonal, and conflict resolution skills are a must. Strong analytical and problem-solving abilities, coupled with proficiency in CRM software and helpdesk ticketing systems, are expected. The ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities, is crucial. This role is based in Malindi, Kilifi, KE, and requires a candidate committed to both the team's success and exceptional customer outcomes.
This advertiser has chosen not to accept applicants from your region.
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Customer Support Team Lead
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Team Lead to manage their hybrid support operations. In this role, you will be responsible for leading a team of customer service representatives, ensuring exceptional service delivery, and fostering a positive and productive work environment. You will play a key role in developing and implementing customer support strategies, improving service levels, and driving customer satisfaction. This hybrid position requires a balance of on-site collaboration and remote flexibility, allowing you to connect with your team both physically and virtually. You will be involved in training and coaching team members, monitoring performance metrics, and resolving escalated customer issues. The ideal candidate will have a strong understanding of customer service best practices, excellent communication and leadership skills, and a proven ability to motivate and manage a team. Experience with customer relationship management (CRM) software and support ticketing systems is essential. You will work closely with other departments to ensure a seamless customer experience and contribute to the continuous improvement of support processes. Responsibilities include performance management, quality assurance, and implementing strategies to enhance team efficiency and effectiveness. This is an exciting opportunity to shape the customer support function and make a tangible impact on customer loyalty and retention. Your ability to balance leadership responsibilities with the operational demands of a hybrid work model will be key.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a team of customer support representatives.
- Monitor team performance, set goals, and conduct regular performance reviews.
- Ensure the delivery of high-quality customer support and maintain service level agreements (SLAs).
- Handle escalated customer inquiries and resolve complex issues efficiently and effectively.
- Develop and implement customer support policies and procedures.
- Train new team members and provide ongoing training to enhance skills.
- Identify areas for process improvement and implement solutions to enhance efficiency.
- Analyze customer feedback and support metrics to identify trends and drive improvements.
- Collaborate with other departments to ensure a unified customer experience.
- Foster a positive and motivating team 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 and motivating customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
- Experience in training and performance management.
- Strong organizational and time management skills.
This advertiser has chosen not to accept applicants from your region.
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