2 Remote Customer Support Team Lead Technical Assistance jobs in whatjobs
Remote Customer Support Team Lead - Technical Assistance
Posted 23 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative technology solutions, is seeking a dedicated and experienced Remote Customer Support Team Lead to manage and inspire their virtual customer service team. This is a full-time, fully remote position focused on ensuring exceptional customer experiences and efficient problem resolution. As Team Lead, you will be responsible for guiding, training, and motivating a team of customer support representatives, monitoring service levels, identifying training needs, and implementing best practices to enhance customer satisfaction. The ideal candidate possesses strong leadership qualities, excellent communication skills, a deep understanding of customer service principles, and a proven ability to manage and motivate a remote team. You will play a crucial role in maintaining high standards of service and driving continuous improvement within the support function.
Responsibilities:
Qualifications:
This critical remote leadership role will directly impact customer satisfaction for services impacting Nairobi, Nairobi, KE and our broader client base.
Responsibilities:
- Lead, mentor, and coach a team of remote customer support agents to achieve performance goals.
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Provide ongoing training and development to team members to enhance their skills and product knowledge.
- Handle escalated customer issues and provide advanced technical support when necessary.
- Develop and implement strategies to improve customer service processes and efficiency.
- Ensure adherence to company policies and procedures by the support team.
- Collaborate with other departments (e.g., product, engineering) to resolve complex customer issues and provide feedback.
- Recruit, onboard, and train new customer support representatives.
- Create and maintain documentation, FAQs, and knowledge base articles for internal and external use.
- Foster a positive and collaborative team environment, even in a remote setting.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Prepare regular performance reports for management.
Qualifications:
- Proven experience (5+ years) in customer service, with at least 2 years in a supervisory or team lead role.
- Experience managing a remote or distributed team is essential.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and motivational skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Technical aptitude and ability to quickly learn new software and systems.
- Proficiency in using customer relationship management (CRM) software and helpdesk tools.
- Ability to handle stressful situations and de-escalate customer conflicts effectively.
- Strong organizational and time management skills.
- High school diploma or equivalent; a degree in a related field is a plus.
- Must have a reliable internet connection and a quiet workspace conducive to remote work.
This critical remote leadership role will directly impact customer satisfaction for services impacting Nairobi, Nairobi, KE and our broader client base.
This advertiser has chosen not to accept applicants from your region.
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Remote Customer Support Team Lead - Technical Assistance
Posted 2 days ago
Job Viewed
Job Description
Our client is searching for an experienced and empathetic Customer Support Team Lead to manage their remote customer service operations. This role is vital for ensuring exceptional customer experiences and maintaining high satisfaction rates. The Team Lead will be responsible for overseeing a team of customer support representatives, providing training, coaching, and performance management. You will handle escalated customer issues, develop and implement support procedures, and identify opportunities for process improvement. This fully remote position requires strong leadership skills, excellent problem-solving abilities, and a deep understanding of customer service best practices. The ideal candidate will have a proven track record in managing customer support teams, preferably in a technical assistance environment. Proficiency with customer relationship management (CRM) software and helpdesk ticketing systems is essential. You should be adept at motivating a remote team, fostering a positive and productive work environment, and ensuring consistent service quality. This is an exciting opportunity to lead a dedicated team, contribute to the company's success through outstanding customer support, and develop your leadership skills in a flexible, remote setting. We are looking for someone who is passionate about customer advocacy and committed to resolving issues efficiently and effectively, supporting our client's users in the Garissa, Garissa, KE region.
This advertiser has chosen not to accept applicants from your region.
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