2 Remote Customer Service Helpdesk Lead jobs in whatjobs
Remote Customer Service & Helpdesk Lead
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly organized and empathetic Remote Customer Service & Helpdesk Lead to manage and mentor a team of support professionals. This is a fully remote position, offering the flexibility to work from anywhere within **Eldoret, Uasin Gishu, KE**. You will be responsible for ensuring that our client's customers receive exceptional support, resolving issues efficiently and professionally. The ideal candidate has a proven background in customer service leadership, with a deep understanding of helpdesk operations and customer support best practices. Your responsibilities will include overseeing daily helpdesk operations, managing ticket queues, ensuring service level agreements (SLAs) are met, and escalating complex issues as needed. You will also play a key role in training, coaching, and motivating the remote customer support team, fostering a positive and productive work environment. Excellent communication, problem-solving, and interpersonal skills are essential, as you will be interacting with customers and team members regularly. We are looking for a proactive individual who can identify trends in customer inquiries and feedback, suggesting improvements to products, services, or support processes. Proficiency with helpdesk software and CRM systems is required. This role demands strong leadership abilities, meticulous attention to detail, and the capacity to manage multiple priorities effectively in a remote setting. You will be instrumental in shaping the customer experience and ensuring high levels of customer satisfaction and loyalty. The company provides a supportive remote work culture and opportunities for professional development. We seek candidates who are dedicated to providing outstanding service, possess strong problem-solving skills, and are eager to lead and inspire a remote support team to achieve excellence.
Responsibilities:
Responsibilities:
- Lead and manage a remote team of customer service and helpdesk agents.
- Oversee daily operations of the customer support helpdesk, ensuring efficiency and effectiveness.
- Monitor and manage incoming support tickets, ensuring timely resolution and adherence to SLAs.
- Provide guidance and support to team members, resolving complex customer issues.
- Develop and deliver training programs for new and existing support staff.
- Analyze customer feedback and support data to identify areas for improvement.
- Implement and refine customer support processes and policies.
- Ensure high levels of customer satisfaction through excellent service delivery.
- Prepare and present regular reports on team performance and customer support metrics.
- Foster a positive and collaborative remote team environment.
- Proven experience in a customer service leadership or helpdesk management role.
- Strong understanding of customer service principles and best practices.
- Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and conflict resolution abilities.
- Outstanding verbal and written communication skills.
- Ability to work independently and manage a remote team effectively.
- Strong organizational and time management skills.
- Experience in creating training materials and conducting training sessions.
- Bachelor's degree in a relevant field or equivalent experience.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Service & Helpdesk Lead
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Service & Helpdesk Lead to manage their fully remote support team. This pivotal role involves overseeing daily operations, ensuring exceptional customer satisfaction, and guiding a team of support professionals. You will be responsible for developing support strategies, implementing best practices, and resolving complex customer issues efficiently. This is an excellent opportunity for a motivated leader to shape the customer experience from a remote setting.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a remote team of customer service and helpdesk agents.
- Oversee the daily operations of the customer support function, ensuring timely and effective issue resolution.
- Develop and implement customer service policies and procedures to enhance user satisfaction.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
- Manage incoming support requests via various channels (phone, email, chat, ticketing system).
- Troubleshoot and resolve technical and non-technical customer issues, escalating when necessary.
- Create and maintain comprehensive helpdesk documentation, FAQs, and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
- Ensure adherence to service level agreements (SLAs).
- Conduct regular team meetings to discuss performance, challenges, and best practices.
- Manage customer escalations and ensure their prompt and satisfactory resolution.
- Stay up-to-date with product updates and industry best practices in customer support.
- Foster a positive and collaborative team environment.
- Contribute to the development and improvement of support tools and technologies.
- Proven experience (3+ years) in customer service or helpdesk roles, with at least 1 year in a supervisory or leadership capacity.
- Excellent understanding of customer service principles and best practices.
- Strong problem-solving, analytical, and troubleshooting skills.
- Exceptional communication, interpersonal, and active listening skills.
- Proficiency in using helpdesk software and CRM systems.
- Ability to effectively manage and motivate a remote team.
- Strong organizational and time management skills.
- Ability to work independently and make sound decisions under pressure.
- High school diploma or equivalent; further education or certifications in customer service management are a plus.
- A patient, empathetic, and customer-centric approach.
This advertiser has chosen not to accept applicants from your region.
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