2 Senior Customer Service And Technical Support Lead jobs in whatjobs
Senior Customer Service and Technical Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Customer Service and Technical Support Lead to join their fully remote team. This leadership role is crucial for ensuring exceptional customer experiences and efficient resolution of technical inquiries and issues. You will be responsible for managing a team of customer service representatives and technical support specialists, setting performance standards, and implementing best practices to enhance customer satisfaction and loyalty. Your expertise will involve developing training programs, refining support processes, and acting as a point of escalation for complex customer problems.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a remote team of customer service and technical support professionals.
- Develop and implement strategies to improve customer satisfaction, response times, and issue resolution rates.
- Establish and monitor key performance indicators (KPIs) for the support team.
- Train and onboard new team members, ensuring they are equipped with the necessary product knowledge and support skills.
- Handle escalated customer issues, providing expert guidance and timely resolution.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with other departments, such as product development and sales, to address customer needs and feedback.
- Develop and maintain comprehensive support documentation, knowledge bases, and FAQs.
- Ensure adherence to company policies and procedures in all customer interactions.
- Champion a customer-centric culture within the support team and the wider organization.
- Stay up-to-date with product updates, industry trends, and best practices in customer service and technical support.
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Senior Customer Service and Technical Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative technological solutions, is actively recruiting a Senior Customer Service and Technical Support Lead to join their fully remote operations center. This crucial role will be responsible for leading a team of customer service representatives and technical support specialists, ensuring the delivery of exceptional client support. You will oversee daily operations, handle escalated customer inquiries, and implement strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess a strong background in customer service management, technical troubleshooting, and team leadership. A deep understanding of various communication channels, including phone, email, and live chat, is essential. You will be responsible for training and mentoring support staff, developing knowledge base articles, and identifying areas for process improvement. This is a fully remote position, allowing you to manage and support your team from your home office, providing vital assistance to clients and stakeholders connected to the Machakos, Machakos, KE area. You will work closely with other departments to ensure a seamless customer experience and contribute to the continuous improvement of support services. Excellent communication, problem-solving, and conflict resolution skills are paramount. If you are a motivated leader with a passion for customer advocacy and a proven ability to drive high-performing support teams in a remote environment, this is an exciting opportunity.
This advertiser has chosen not to accept applicants from your region.
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