Customer Support Lead

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

📋 Description

• Manage a team of 8-13 Customer Support Specialists providing assistance via phone, chat, and email.

• Foster employee growth through skill enhancement and competency development.

• Implement a business continuity strategy that ensures smooth knowledge transfer and enhances employee performance and engagement.

• Mentor team members and deliver constructive feedback to facilitate career advancement and surpass support standards, metrics, and objectives.

• Identify trends and urgent matters, presenting strong solutions for resolution.

• Take ownership of team performance and retention rates.

• Develop and refine processes to increase internal efficiencies, resolve issues, enhance customer satisfaction, and achieve SLA targets.

• Ensure the success of each Customer Support Specialist as well as the overall leadership team in Customer Support.

• Conduct weekly one-on-one meetings addressing issue resolution, challenging customer interactions, tool navigation, and troubleshooting.

• Engage in management discussions related to processes, best practices, and change management initiatives.

⛳️ Requirements

• Minimum of 4 years of professional experience in the BPO, shared services, or a comparable industry, including 2 years in a leadership role.

• Strong preference for candidates with experience in managing voice accounts.

• Strong preference for candidates with experience in overseeing non-voice accounts handling SMS, chat, and email communications.

• Strong preference for candidates with experience in managing both voice and non-voice accounts.

• Prior experience leading a team with a focus on sales and customer service performance metrics: CSAT, Sales, AHT, and Quality.

• Highly organized with a proactive problem-solving approach and a data-driven mindset.

• Exceptional written, verbal, and presentation abilities.

• Capability to become an expert and advocate for the Workstream platform.

• Ability to analyze, quantify, and disseminate findings regarding project impacts.

• Openness to rapid experimentation, embracing mistakes, and learning from them.

🏝️ Benefits

• Permanently remote work arrangement.

• Pay directly deposited into your bank account.

• Monthly stipend of $50.

• Annual bonus opportunities.

• Performance-based bonuses available.

• Flexible paid time off.

• Company time off on major US and PH holidays.

• Company-issued devices.

• Accelerated career advancement for top performers and opportunities for internal mobility.

• Learn from a diverse team comprising alumni from Stanford, MIT, Google, and Harvard.