Customer Service Team Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as a resource for Customer Representatives by offering insights on consumer interactions.

• Act as the initial point of escalation and coordinate with the manager as necessary.

• Assist in ensuring the completeness and accuracy of assignments.

• Contribute to achieving or surpassing overall group productivity goals.

• Conduct quality checks on documented interactions within the designated system.

• Provide constructive feedback on grammar and ensure high-quality output in line with program SOPs.

• Support management in training initiatives and updates to training materials.

• Maintain a monthly QA average of 90% or higher.

• Prepare the weekly CSR schedule when the Supervisor or Account Manager is unavailable.

• Keep management informed about absences, tardiness, breaks, and time off requests.

• Assist new hires by sharing relevant information and resources.

• Undertake front-line agent responsibilities, including handling phone, email, and social media inquiries as required.

• Execute additional tasks as assigned.

⛳️ Requirements

• At least 2 years of experience in customer service with proven leadership capabilities.

• Proficient in providing customer service through various online channels (email, social media & chat).

• Exceptional writing and verbal communication skills.

• Experienced in social media management.

• Understanding of the grammatical differences between Canadian and US English.

• Familiarity with Canadian employment practices.

• Knowledge of Canadian geography.

• Willingness to work evenings or weekends as needed.

• Basic knowledge of software and hardware troubleshooting.

• Bilingualism (English/French) is an asset.

🏝️ Benefits

• Opportunities for professional development and training.

• Collaborative and dynamic work environment.

• Competitive compensation and benefits package.