3 Senior Customer Service Technical Support Lead jobs in whatjobs
Senior Customer Service & Technical Support Lead
Posted 23 days ago
Job Viewed
Job Description
Our client is looking for a motivated and experienced Senior Customer Service & Technical Support Lead to manage their fully remote customer support operations. This role is essential for ensuring exceptional customer satisfaction and providing timely, effective technical assistance. You will be responsible for leading a team of customer support representatives, overseeing daily operations, and implementing strategies to enhance service quality and efficiency. The ideal candidate will have a strong background in customer service management, technical support, and team leadership. Your duties will include handling complex customer escalations, developing training materials for support staff, monitoring key performance indicators (KPIs), and contributing to the continuous improvement of support processes and tools. This is a fully remote position, requiring outstanding communication, problem-solving, and leadership skills, coupled with the ability to foster a positive and productive remote team environment. You must be adept at utilizing CRM systems and support platforms, as well as motivating and guiding a distributed workforce. We are seeking a proactive individual with a passion for customer advocacy and a proven ability to resolve issues efficiently and effectively. Experience in managing remote teams and a track record of improving customer satisfaction metrics are highly valued. This role offers a fantastic opportunity to make a tangible impact on customer loyalty and operational excellence, all while benefiting from the flexibility of a remote work setup. Join our client and help lead the charge in delivering outstanding customer experiences. Bungoma, Bungoma, KE .
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Senior Customer Service & Technical Support Lead
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Service & Technical Support Lead to join their team. This hybrid role requires a candidate who can effectively manage a team of support professionals, ensuring exceptional service delivery and efficient resolution of customer inquiries and technical issues. You will be responsible for setting support standards, training team members, monitoring performance metrics, and implementing process improvements. The ideal candidate possesses strong leadership, communication, and problem-solving skills, with a deep understanding of customer service best practices and technical troubleshooting. As a lead, you will provide guidance and support to your team, handle escalated customer issues, and collaborate with other departments to address root causes of common problems. Responsibilities include developing support documentation, analyzing customer feedback, and ensuring customer satisfaction. This role requires a balanced approach, involving both on-site collaboration and remote work flexibility. We are looking for a motivated individual with a proven ability to lead and motivate a support team, drive efficiency, and maintain high levels of customer satisfaction. A strong technical aptitude and experience with support ticketing systems are essential. You should be adept at identifying customer needs, de-escalating challenging situations, and fostering a positive customer experience. The ability to effectively communicate complex technical information in a clear and understandable manner is crucial. Your leadership will be key in cultivating a customer-centric culture within the support department.
Responsibilities:
Responsibilities:
- Lead and mentor a team of customer service and technical support representatives.
- Set performance standards and monitor key metrics such as response time, resolution rate, and customer satisfaction.
- Handle escalated customer inquiries and technical issues, providing expert resolution.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Train new team members and provide ongoing coaching and development to existing staff.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with product and engineering teams to resolve technical issues and improve product usability.
- Ensure a high level of customer satisfaction through efficient and empathetic support.
- Contribute to the development and implementation of customer support policies and procedures.
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
- Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and motivating support teams.
- Strong technical aptitude and troubleshooting skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work effectively in a hybrid work environment.
- Experience in developing training materials and knowledge base content.
- Customer-focused mindset with a passion for service excellence.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Technical Support Lead
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Technical Support Lead to guide their remote support team. This fully remote role is crucial for ensuring exceptional customer experiences and efficient resolution of technical issues. You will be responsible for leading, training, and mentoring a team of customer service representatives and technical support agents, ensuring they meet and exceed service level agreements (SLAs) and customer satisfaction targets. This includes developing and implementing best practices for customer interaction, troubleshooting procedures, and escalation protocols.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
Key responsibilities include handling complex customer inquiries and technical problems that require escalation, analyzing customer feedback and support data to identify trends and areas for improvement, and collaborating with product development and engineering teams to resolve recurring issues and enhance product usability. You will also be involved in creating and maintaining knowledge base articles, FAQs, and training materials for both the support team and customers.
The ideal candidate will have a strong background in customer service, technical support, and team leadership, preferably within a remote work environment. Excellent communication, problem-solving, and conflict-resolution skills are essential. You must be proficient in using customer relationship management (CRM) software and various ticketing systems. A patient and customer-centric approach is paramount. As a remote lead, you must demonstrate strong organizational skills, the ability to manage your team's performance effectively from a distance, and excellent time management to ensure all operational aspects are covered. You will be a key point of contact for critical customer issues and will play a vital role in shaping the overall customer support strategy. This is an excellent opportunity to contribute to customer loyalty and brand reputation.
This advertiser has chosen not to accept applicants from your region.
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