2 Lead Customer Support Team Lead jobs in whatjobs
Lead Customer Support Team Lead
Posted 11 days ago
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Job Description
Our client is seeking a dynamic and experienced Lead Customer Support Team Lead to manage and inspire their remote customer service team. This role is vital for ensuring exceptional customer experiences and driving customer satisfaction through efficient and effective support operations. You will be responsible for leading a team of customer support specialists, providing training, setting performance standards, and monitoring key metrics to ensure service level agreements (SLAs) are met. Your duties will include handling escalated customer issues, identifying trends in customer inquiries, and collaborating with other departments to implement service improvements. You will also be involved in developing and refining support processes, utilizing CRM systems, and fostering a positive and productive team environment, all within a fully remote setting. The ideal candidate will have a proven track record in customer service management, with strong leadership and coaching abilities. Excellent communication, problem-solving, and conflict-resolution skills are essential. Proficiency with customer support software and a deep understanding of customer service best practices are required. As a remote-first position, exceptional organizational skills, self-discipline, and the ability to motivate and manage a distributed team are paramount. You must be proactive in identifying opportunities to enhance the customer journey and contribute to the overall success of the business. We are looking for a dedicated individual who is passionate about customer advocacy and driving service excellence. The opportunity to lead a high-performing remote team, contribute to a company's growth, and shape positive customer interactions, all from the convenience of your home office, is an exciting prospect, supporting a client base that may include customers in or near Meru, Meru, KE . Join an organization that values its employees and invests in their professional development.
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Lead Customer Support Team Lead
Posted 5 days ago
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Job Description
Our client is looking for a dynamic and experienced Lead Customer Support Team Lead to manage and inspire a high-performing, fully remote customer service team. This position offers the flexibility to lead from home, fostering a positive and productive virtual work environment. You will be responsible for overseeing daily operations, ensuring exceptional customer satisfaction, and driving team performance to meet and exceed service level agreements. This role requires a strong leader with excellent communication, problem-solving, and interpersonal skills, coupled with a deep understanding of customer service best practices. You will coach, mentor, and train support agents, handle escalated customer issues, and implement strategies to improve customer experience and team efficiency. Key responsibilities include managing agent schedules and performance, monitoring key support metrics, identifying training needs and delivering relevant development programs, resolving complex customer inquiries, contributing to the development of support policies and procedures, and collaborating with other departments to address customer feedback. The ideal candidate will have a proven track record in customer support management, with experience in leading remote teams. Proficiency in CRM software and helpdesk ticketing systems is essential. We are seeking an individual who is passionate about customer advocacy, possesses strong leadership qualities, and can thrive in a fast-paced, remote setting. Your ability to motivate a team and ensure consistent delivery of outstanding service will be critical to our client's success. This is an exciting opportunity to shape the customer experience strategy in a remote-first organization. This role, while supporting operations that may touch **Ruiru, Kiambu, KE**, is entirely remote.
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