Customer Support Team Lead

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Vigilantly overseeing agent performance

• Offering regular coaching to agents based on QA assessments

• Occasionally managing escalated issues with dissatisfied customers

• Ensuring agents adhere to their schedules

• Keeping coaching records and delivering consistent written feedback to agents

• Navigating our support environment with ease

• Listening to feedback from team members and addressing any challenges or conflicts

• Initiating consequence management procedures for underperforming team members

• Assigning tasks to high-potential team members

• Proposing and facilitating team-building activities to enhance team motivation

⛳️ Requirements

• A minimum of 2 years of coaching experience

• At least 2 years of experience in people management

• Over 2 years of experience in customer support

• Proven experience in leading customer support teams, enhancing performance, engagement, and accountability

• Strong background in providing outstanding customer service and resolving intricate customer issues

🏝️ Benefits

• Fully remote working position

• Reliable power and internet connection

• Minimum wired internet speed of 15Mbps

• Minimum i5 processor or equivalent

• Minimum 12GB RAM

• Quiet working environment