2 Lead Customer Support Specialist jobs in whatjobs
Lead Customer Support Specialist
Posted 9 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology company, is seeking a motivated and empathetic Lead Customer Support Specialist to join their fully remote support team. This is an exciting opportunity to lead a team dedicated to providing exceptional service and resolving customer issues efficiently. As a Lead Customer Support Specialist, you will be responsible for guiding and mentoring a team of support agents, ensuring high levels of customer satisfaction, and contributing to the improvement of support processes. You will handle escalated customer inquiries, troubleshoot complex technical problems, and provide timely and accurate solutions. Key responsibilities include managing daily support operations, monitoring team performance, and setting performance standards. You will also be involved in training new agents, developing support documentation and knowledge base articles, and identifying trends in customer feedback to suggest product or service improvements. This role requires excellent communication, problem-solving, and leadership skills. A deep understanding of customer service best practices and a passion for helping others are essential. The ability to remain calm and professional under pressure, even in challenging situations, is crucial. You will work collaboratively with other departments, such as product development and sales, to ensure a seamless customer experience. This is a fantastic opportunity to make a significant impact on customer loyalty and brand reputation in a remote-first environment.
Responsibilities:
Responsibilities:
- Lead and mentor a team of customer support specialists.
- Oversee daily support operations and ensure timely resolution of customer inquiries.
- Handle escalated customer issues and provide advanced troubleshooting.
- Monitor team performance metrics and set performance goals.
- Develop and deliver training programs for new and existing support agents.
- Create and maintain customer support documentation and knowledge base articles.
- Identify customer needs and trends, providing feedback to relevant departments.
- Ensure adherence to company policies and customer service standards.
- Collaborate with cross-functional teams to resolve customer issues.
- Contribute to process improvements for customer support operations.
- Maintain a positive and professional demeanor in all customer interactions.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- 3+ years of experience in customer support roles, with at least 1 year in a lead or supervisory capacity.
- Proven experience in managing a customer support team, preferably in a remote setting.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to remain calm and effective under pressure.
- Knowledge of customer service best practices and principles.
- Experience in troubleshooting technical issues.
- Strong organizational and time management skills.
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Lead Customer Support Specialist
Posted 9 days ago
Job Viewed
Job Description
Our client is expanding its global customer support operations and is looking for an exceptional Lead Customer Support Specialist to join their fully remote team. This role is perfect for a seasoned professional passionate about delivering outstanding customer experiences and leading by example. You will be responsible for managing a high-volume inbound and outbound communication flow across multiple channels, including email, chat, and phone, ensuring swift and effective resolution of customer inquiries, issues, and complaints. As a lead, you will also mentor and guide junior support staff, providing training, performance feedback, and fostering a collaborative and supportive team environment. Developing and implementing best practices for customer service, updating knowledge base articles, and identifying trends to improve customer satisfaction will be key components of your role. You'll work closely with product and engineering teams to report bugs, suggest feature improvements, and advocate for the customer's needs. The ability to empathize, problem-solve creatively, and communicate complex information clearly and concisely is paramount. We require individuals who are self-motivated, organized, and possess a strong sense of ownership. This position operates on a remote-first basis, requiring a dedicated home office setup and reliable internet connectivity. You will have the opportunity to make a significant impact on customer loyalty and retention, working with a company that values innovation and employee well-being. Join us from your home office and be a vital part of our commitment to customer excellence, supporting users based in Mlolongo, Machakos, KE .
This advertiser has chosen not to accept applicants from your region.
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