Customer Solutions Team Leader

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

📋 Description

• Lead and nurture a team of Customer Solutions Guides.

• Guarantee outstanding customer experiences through effective escalation management and operational excellence.

• Track both individual and team performance against key performance indicators (KPIs).

• Supervise the daily operations of the Customer Solutions team.

• Provide guidance for intricate customer escalations.

• Cultivate technical knowledge and customer service skills among team members.

• Collaborate with internal stakeholders to address systemic customer challenges.

• Examine customer trends and operational data to drive continuous improvement.

⛳️ Requirements

• At least 5 years of experience in Customer Support, Customer Experience, or Contact Center Operations.

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

• Strong knowledge of escalation management and operational leadership.

• Demonstrated experience in coaching, mentoring, and developing team members.

• Exceptional verbal and written communication abilities.

• Robust analytical and problem-solving skills.

• Experience working collaboratively with cross-functional teams.

• Proficient in CRM platforms and Microsoft Office applications.

🏝️ Benefits

• Leadership and performance management opportunities.

• Coaching and mentoring prospects.

• Opportunities for cross-functional collaboration.

• Initiatives focused on continuous improvement.