2 Senior Customer Support Lead jobs in whatjobs
Senior Customer Support Lead
Posted 16 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking an experienced and proactive Senior Customer Support Lead to manage their fully remote customer service operations. This pivotal role involves overseeing a team of customer support representatives, ensuring the delivery of exceptional service, and driving continuous improvement in customer satisfaction. You will be responsible for setting performance standards, training and mentoring the support team, analyzing customer feedback, and developing strategies to enhance the overall customer experience. Your duties will include handling escalated customer inquiries, resolving complex technical issues, identifying recurring problems, and collaborating with product and engineering teams to implement solutions. The ideal candidate possesses a proven track record in customer support management, strong leadership capabilities, excellent problem-solving skills, and a deep understanding of customer service best practices, particularly within a remote environment. Proficiency with CRM systems and support ticketing platforms is essential. You should be adept at motivating a team, fostering a positive work culture, and making data-driven decisions to improve service delivery. This is an outstanding opportunity to lead a vital function within an innovative company, contributing to customer loyalty and business growth from the convenience of your remote workspace, supporting clients worldwide, with coordination efforts relevant to **Mombasa, Mombasa, KE**.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote team of customer support representatives.
- Set performance goals and provide regular feedback and coaching to team members.
- Develop and implement customer support policies and procedures.
- Handle escalated customer issues and provide timely, effective resolutions.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Train new support agents and conduct ongoing training for the existing team.
- Collaborate with product, engineering, and sales teams to address customer needs and product issues.
- Ensure high levels of customer satisfaction and retention.
- Manage support queues and ensure efficient ticket handling.
- Contribute to the development of knowledge base articles and support documentation.
- Identify trends in customer inquiries and report them to management.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent experience.
- Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote teams effectively.
- Strong understanding of customer service principles and best practices.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and develop a high-performing team.
- Strong analytical skills and data-driven decision-making capabilities.
- Experience in the tech industry is a plus.
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Senior Customer Support Lead
Posted 16 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Senior Customer Support Lead to manage and enhance their customer service operations from a remote setting. This role is crucial for maintaining high levels of customer satisfaction and loyalty. As a remote-first leader, you will be responsible for developing, implementing, and refining customer support strategies, ensuring timely and effective resolution of customer inquiries and issues across multiple channels. You will lead a dispersed team of customer service representatives, providing guidance, training, and performance feedback to foster a positive and productive environment. Key responsibilities include managing support queues, analyzing support metrics to identify trends and areas for improvement, and developing comprehensive knowledge base articles and FAQs. You will also collaborate with product and engineering teams to relay customer feedback and contribute to product enhancements. The ideal candidate possesses strong problem-solving skills, exceptional communication abilities, and a deep understanding of customer service best practices. Experience with various CRM and helpdesk software is essential. You must be adept at motivating and managing a remote team, fostering a collaborative spirit, and ensuring consistent service quality. This role requires a proactive approach to identifying and addressing potential customer issues before they escalate. You will be a key point of contact for escalated customer complaints and will be responsible for their resolution. Furthermore, you will contribute to the development of customer support policies and procedures. The ability to work independently, manage time effectively, and maintain a high level of professionalism in a virtual environment is paramount. If you are passionate about delivering outstanding customer experiences and have a proven ability to lead and inspire a remote support team, we invite you to apply for this exciting opportunity. This role offers a significant opportunity to shape customer interactions and contribute directly to the success of our client's brand.
This advertiser has chosen not to accept applicants from your region.
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