Customer Solutions Team Leader

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

📋 Description

• Lead, mentor, and enhance a team of Customer Solutions Guides to consistently provide outstanding customer experiences.

• Facilitate regular one-on-one meetings, coaching sessions, performance assessments, and discussions on career development.

• Track individual and team performance against key performance indicators (KPIs), service levels, quality benchmarks, and customer satisfaction measures.

• Manage the daily operations of the Customer Solutions team to ensure prompt resolution of escalated customer issues.

• Cultivate the technical knowledge and customer service skills of Customer Solutions Guides.

• Collaborate with Product, Engineering, Aftersales, Operations, Quality, and Training teams to address systemic customer challenges.

• Examine customer trends, escalation patterns, and operational data to pinpoint areas for improvement.

⛳️ Requirements

• At least 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations within a dynamic, growth-oriented, or intricate customer support environment.

• A minimum of 2 years of experience in leading or supervising customer support teams.

• Comprehensive understanding of escalation management, advanced customer support methodologies, and operational leadership.

• Demonstrated experience in coaching, mentoring, and developing employees to enhance performance and engagement.

• Exceptional verbal and written communication skills with the ability to effectively engage with all organizational levels.

• Strong analytical, critical thinking, and problem-solving abilities with a knack for making data-driven decisions.

• Proficient in CRM platforms, ticketing systems, workforce management tools, reporting platforms, and Microsoft Office applications.

🏝️ Benefits

• Customer-centric decision-making

• Professional development

• Employee engagement

• Cross-functional collaboration