39 Lead Customer Support Specialist jobs in whatjobs
Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Lead Customer Support Specialist to join their fully remote customer service team. In this role, you will be responsible for providing exceptional technical and non-technical support to our diverse customer base, resolving inquiries efficiently and effectively. You will also play a key role in mentoring junior support staff, contributing to process improvements, and ensuring a consistently high level of customer satisfaction. This is a remote-first position, offering the flexibility to work from home.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.
- Diagnose and resolve technical issues, product-related questions, and general customer service concerns.
- Provide clear, concise, and accurate information to customers regarding product features, troubleshooting steps, and service policies.
- Escalate complex issues to appropriate internal teams (e.g., Tier 2 support, engineering, product management) when necessary.
- Document customer interactions, issues, and resolutions in the CRM system.
- Develop and maintain a deep understanding of our products and services.
- Assist in the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
- Train and mentor new and existing customer support representatives, providing guidance on best practices and service standards.
- Monitor team performance metrics and provide feedback to improve efficiency and customer satisfaction.
- Identify trends in customer issues and report them to management to drive product and service improvements.
- Contribute to the development and implementation of support policies and procedures.
- Act as a point of escalation for difficult customer situations.
- Ensure a positive and empathetic customer experience at all times.
- High school diploma or equivalent required; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 4 years of experience in customer service or technical support, with at least 1 year in a lead or senior role.
- Proven ability to troubleshoot and resolve a wide range of customer issues.
- Excellent communication, active listening, and interpersonal skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric approach.
- Experience in (Specific Industry/Product type, e.g., SaaS, E-commerce, Electronics) is advantageous.
- Ability to quickly learn new products and technologies.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client, a dynamic e-commerce platform, is actively seeking a highly skilled and empathetic Lead Customer Support Specialist to manage their remote customer service operations. This role is critical for ensuring exceptional customer satisfaction and providing timely, effective solutions to a diverse customer base. As a fully remote position, you will leverage your expertise to guide and support a team of remote support agents, ensuring adherence to service level agreements (SLAs) and company standards. Your responsibilities will include handling escalated customer inquiries via phone, email, and chat; troubleshooting complex issues; and identifying trends to improve customer experience. You will also be involved in training new support staff, developing support documentation, and contributing to the continuous improvement of support processes and tools. The ideal candidate possesses a minimum of 3-5 years of experience in customer service, with at least 1-2 years in a leadership or senior role. Excellent communication, problem-solving, and conflict-resolution skills are paramount. Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is essential. You should have a strong understanding of customer service best practices and a passion for delivering outstanding support. This is a remote-first role, requiring self-discipline, excellent time management, and the ability to work independently. While you can be based anywhere in Kenya, a familiarity with the customer service needs in the **Nyeri** region would be beneficial. We offer a competitive salary, benefits, and the opportunity to lead a dedicated remote support team in a growing company.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Lead Customer Support Specialist to manage their remote support operations. In this pivotal role, you will be instrumental in shaping the customer experience, ensuring swift and effective resolution of inquiries and issues. You will lead a team of dedicated support professionals, fostering a collaborative and customer-centric environment, all while working from the comfort of your home. This position requires exceptional communication skills, a profound understanding of customer service best practices, and the ability to manage and mentor a remote team effectively. You will be responsible for setting high standards for service delivery, analyzing support metrics, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate is a natural problem-solver, adept at handling complex customer situations with grace and efficiency. As a fully remote position, you will leverage advanced communication and ticketing platforms to maintain seamless operations and contribute to the company's success.
Responsibilities:
Responsibilities:
- Lead and mentor a team of remote customer support agents, providing guidance and training.
- Oversee daily support operations, ensuring timely and satisfactory resolution of customer inquiries via various channels (email, chat, phone).
- Develop and implement customer service policies and procedures to enhance efficiency and quality.
- Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
- Handle escalated customer complaints and complex issues with professionalism and expertise.
- Contribute to the development of support documentation, knowledge bases, and FAQs.
- Ensure adherence to service level agreements (SLAs).
- Foster a positive and supportive team culture among remote staff.
- Champion customer advocacy within the organization.
- Proven experience in a customer service or support role, with at least 3 years in a leadership or supervisory capacity.
- Excellent verbal and written communication skills in English.
- Strong understanding of customer service principles and techniques.
- Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
- Demonstrated ability to lead and motivate a remote team.
- Exceptional problem-solving and conflict-resolution skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- A passion for delivering outstanding customer experiences.
- Bachelor's degree in a related field or equivalent work experience.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a dedicated and experienced Lead Customer Support Specialist. This role is entirely remote, allowing you to provide exceptional service from the comfort of your home. We operate as a remote-first organization, prioritizing efficient communication and excellent customer experiences. If you are passionate about helping customers and possess strong problem-solving skills, this opportunity is ideal for you.
As the Lead Customer Support Specialist, you will be the primary point of contact for customer inquiries, providing timely and accurate solutions via phone, email, and chat. Your responsibilities will include troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate teams. You will play a crucial role in ensuring high levels of customer satisfaction by delivering outstanding support. This position also involves contributing to the development of our knowledge base and support documentation, and identifying trends in customer issues to provide feedback for product improvement. You will have the opportunity to mentor and guide junior support agents, fostering a collaborative and high-performing team environment. The ability to manage multiple support channels simultaneously and maintain a professional and empathetic demeanor is essential.
The ideal candidate will have a minimum of 3 years of experience in customer support, with at least 1 year in a lead or senior role. Strong technical aptitude and familiarity with CRM software are required. Excellent written and verbal communication skills are a must for this role, along with patience and a customer-centric attitude. Experience in a SaaS or technology-related field is highly advantageous. This is an excellent opportunity to contribute to a thriving remote team, impacting customer satisfaction for our client's user base, particularly those within and around Mlolongo, Machakos, KE . Join us and help us deliver unparalleled support to our valued customers in a fully remote capacity.
As the Lead Customer Support Specialist, you will be the primary point of contact for customer inquiries, providing timely and accurate solutions via phone, email, and chat. Your responsibilities will include troubleshooting technical issues, guiding users through product features, and escalating complex problems to the appropriate teams. You will play a crucial role in ensuring high levels of customer satisfaction by delivering outstanding support. This position also involves contributing to the development of our knowledge base and support documentation, and identifying trends in customer issues to provide feedback for product improvement. You will have the opportunity to mentor and guide junior support agents, fostering a collaborative and high-performing team environment. The ability to manage multiple support channels simultaneously and maintain a professional and empathetic demeanor is essential.
The ideal candidate will have a minimum of 3 years of experience in customer support, with at least 1 year in a lead or senior role. Strong technical aptitude and familiarity with CRM software are required. Excellent written and verbal communication skills are a must for this role, along with patience and a customer-centric attitude. Experience in a SaaS or technology-related field is highly advantageous. This is an excellent opportunity to contribute to a thriving remote team, impacting customer satisfaction for our client's user base, particularly those within and around Mlolongo, Machakos, KE . Join us and help us deliver unparalleled support to our valued customers in a fully remote capacity.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is searching for a seasoned Lead Customer Support Specialist to spearhead their fully remote customer service operations. This role demands exceptional communication, problem-solving, and leadership skills to guide a team of support professionals in delivering outstanding service. The Lead Specialist will be responsible for overseeing daily operations, managing escalated customer issues, implementing support strategies, and ensuring team performance meets key metrics. This is a remote-first position, empowering you to work from the convenience of your home office.
Key Responsibilities:
The ideal candidate will have a proven track record in customer support leadership, ideally within a remote team environment. A deep understanding of customer relationship management (CRM) software and support ticketing systems is essential. This role requires strong analytical skills, the ability to multitask, and a passion for delivering exceptional customer experiences. You will be empowered to make decisions and drive positive change within the support function. As a fully remote employee, you will benefit from the flexibility and autonomy that comes with working from home, while remaining an integral part of our dedicated team. We foster a collaborative and supportive remote culture, encouraging continuous learning and professional growth. This is an exciting opportunity to make a significant impact on customer satisfaction and loyalty. Competitive salary and benefits are offered. We are an equal opportunity employer committed to diversity and inclusion.
Key Responsibilities:
- Manage and mentor a team of remote customer support representatives, providing coaching, training, and performance feedback.
- Handle complex customer inquiries and issues that have been escalated from the support team, ensuring timely and satisfactory resolution.
- Develop and refine customer support processes, policies, and documentation to enhance efficiency and customer satisfaction.
- Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement strategies for improvement.
- Collaborate with other departments, such as product development and sales, to address customer feedback and identify areas for product or service enhancement.
- Act as a primary point of contact for critical customer issues and communicate effectively with stakeholders at all levels.
- Identify training needs within the team and develop or deliver relevant training programs.
- Contribute to the knowledge base by creating and updating articles, FAQs, and troubleshooting guides.
- Analyze customer feedback trends to proactively identify potential problems and propose solutions.
- Ensure compliance with company service standards and industry best practices.
The ideal candidate will have a proven track record in customer support leadership, ideally within a remote team environment. A deep understanding of customer relationship management (CRM) software and support ticketing systems is essential. This role requires strong analytical skills, the ability to multitask, and a passion for delivering exceptional customer experiences. You will be empowered to make decisions and drive positive change within the support function. As a fully remote employee, you will benefit from the flexibility and autonomy that comes with working from home, while remaining an integral part of our dedicated team. We foster a collaborative and supportive remote culture, encouraging continuous learning and professional growth. This is an exciting opportunity to make a significant impact on customer satisfaction and loyalty. Competitive salary and benefits are offered. We are an equal opportunity employer committed to diversity and inclusion.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Lead Customer Support Specialist to manage and elevate their customer service operations. This is a fully remote position, allowing you to contribute to our mission from anywhere in Kenya. As the Lead, you will be instrumental in shaping the customer experience by setting high standards for support, training and mentoring a team of support agents, and resolving complex customer inquiries. You will be the go-to person for escalated issues, ensuring timely and effective resolutions that foster customer loyalty and satisfaction. Responsibilities include developing and implementing customer support policies and procedures, managing daily support ticket queues, monitoring team performance metrics, providing constructive feedback and coaching to support agents, and identifying opportunities for service improvements. You will also play a key role in analyzing customer feedback to inform product and service enhancements. The ideal candidate will have a proven track record in customer service management, exceptional problem-solving skills, and a deep understanding of customer support best practices. Proficiency with CRM software and helpdesk ticketing systems is required. Strong leadership and interpersonal skills are essential for guiding the support team and collaborating with other departments. You should be adept at communicating complex information clearly and concisely, both verbally and in writing. This role requires a proactive approach, a commitment to excellence, and the ability to thrive in a fast-paced, remote work environment. Join us in delivering outstanding support and building lasting relationships with our valued customers. This opportunity, though servicing clients nationally, is based conceptually in **Nairobi, Nairobi, KE**, but requires full-time remote work.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is actively seeking a highly skilled and empathetic Lead Customer Support Specialist to spearhead their customer service operations within a fully remote environment. This pivotal role requires a leader who can guide a team of support professionals, ensure exceptional customer experiences, and drive continuous improvement in support processes. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing comprehensive solutions that foster customer loyalty. The ideal candidate possesses outstanding communication skills, a deep understanding of customer service best practices, and a passion for problem-solving.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of customer support representatives, providing guidance and performance feedback.
- Manage incoming customer inquiries via phone, email, chat, and other channels.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Provide detailed product information and technical support.
- Develop and maintain knowledge base articles and customer support documentation.
- Identify and escalate complex issues to appropriate departments.
- Monitor customer satisfaction metrics and implement strategies for improvement.
- Train new support agents and conduct ongoing team training.
- Analyze customer feedback to identify trends and suggest product/service enhancements.
- Ensure adherence to company policies and service level agreements (SLAs).
- Contribute to the development and refinement of customer support workflows and tools.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Minimum of 4 years of experience in customer service or technical support roles, with at least 1 year in a lead or supervisory capacity.
- Proven ability to lead and motivate a team.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Experience with remote support tools and communication platforms.
- Ability to remain calm and professional under pressure.
- Patience and empathy when interacting with customers.
- Adaptability and willingness to learn new products and technologies.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Specialist to spearhead their remote customer service initiatives. This role is perfect for an individual passionate about delivering exceptional customer experiences and leading a team to achieve top-tier service levels. You will be responsible for managing the day-to-day operations of the customer support team, providing guidance and training to support agents, and acting as a point of escalation for complex customer issues. Key duties include developing and implementing customer service policies and procedures, monitoring team performance, analyzing customer feedback to identify trends and areas for improvement, and ensuring customer satisfaction targets are met or exceeded. The ideal candidate will have a minimum of 4 years of experience in customer service, with at least 1-2 years in a supervisory or team lead capacity. Exceptional communication, problem-solving, and interpersonal skills are essential, particularly for effective remote team management. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is required. A deep understanding of customer service best practices and a commitment to continuous improvement are crucial. You will play a vital role in shaping the customer journey and ensuring that every interaction is positive and efficient, contributing to the company's reputation for excellent service. This position offers the flexibility of working entirely remotely, serving customers across various regions, including those serviced by operations in Machakos, Machakos, KE . Join a supportive and growth-oriented company where your contributions to customer satisfaction are highly valued.
This advertiser has chosen not to accept applicants from your region.
7
Lead Customer Support Specialist
Posted 17 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and empathetic Lead Customer Support Specialist to spearhead their remote customer service operations. This role is crucial in ensuring exceptional client satisfaction and providing timely, effective solutions. You will be responsible for leading a team of customer support representatives, setting performance standards, and ensuring the consistent delivery of high-quality service across all communication channels. This position demands outstanding problem-solving skills, a deep understanding of customer service best practices, and the ability to motivate and guide a remote team. Your primary duties will include handling escalated customer inquiries, troubleshooting complex issues, and providing expert guidance to your team members. You will monitor key customer service metrics, identify areas for improvement, and implement strategies to enhance the overall customer experience. This role also involves developing and refining support processes, creating knowledge base articles, and training new support agents. The Lead Customer Support Specialist will act as a liaison between customers and other departments, ensuring that customer feedback is effectively communicated and addressed. You must be adept at managing difficult conversations, de-escalating situations, and maintaining a professional and helpful demeanor at all times. This position requires strong leadership, excellent communication, and organizational skills. The ideal candidate will have a Bachelor's degree or equivalent experience, with a minimum of 5 years of experience in customer support, including at least 2 years in a supervisory or lead role. Proven experience in managing a remote customer support team is essential. Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is required. The ability to analyze customer data, identify trends, and implement data-driven solutions is highly desirable. If you are passionate about customer advocacy, possess strong leadership qualities, and thrive in a dynamic remote work environment, we invite you to apply and help us elevate our customer support to new heights.
This advertiser has chosen not to accept applicants from your region.
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Lead Customer Support Specialist
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an exceptional Lead Customer Support Specialist to manage and elevate their customer service operations. This role is fully remote, enabling you to provide outstanding support from anywhere within Kenya. The Lead Customer Support Specialist will be responsible for overseeing the daily operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat, social media). You will play a key role in training and mentoring support agents, developing and refining support processes and policies, and identifying opportunities to improve the overall customer experience. The ideal candidate will possess a deep understanding of customer service best practices, excellent communication and interpersonal skills, and a passion for delivering exceptional customer satisfaction. You will be expected to handle escalated customer issues, analyze support trends to identify areas for improvement, and collaborate with other departments (e.g., product, sales) to address customer feedback. Strong problem-solving abilities, a positive attitude, and the capacity to work effectively in a fast-paced, remote environment are essential. This is an exciting opportunity to lead a dedicated team, shape customer service strategies, and make a tangible difference in customer loyalty and retention. We are looking for a proactive individual who can inspire the team and drive continuous improvement in service delivery. Your ability to manage workload, prioritize tasks, and maintain a high level of professionalism will be critical. This role requires strong organizational skills and the ability to adapt quickly to new tools and technologies used in a remote setting.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a remote customer support team.
- Oversee daily customer support operations, ensuring timely issue resolution.
- Develop and implement customer service policies and procedures.
- Handle escalated customer inquiries and complex support cases.
- Monitor support channels and agent performance, providing feedback and training.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and enhance product/service offerings.
- Ensure a consistently high level of customer satisfaction.
- Maintain and update knowledge base articles and support documentation.
- Contribute to the development of customer support strategies and goals.
- High school diploma or equivalent; a Bachelor's degree is a plus.
- Minimum of 3 years of experience in customer service or support roles, with at least 1 year in a leadership or supervisory capacity.
- Proven ability to manage and motivate a team.
- Excellent communication, listening, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- A passion for customer advocacy and delivering exceptional experiences.
This advertiser has chosen not to accept applicants from your region.
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