Lead, Customer Support

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

📋 Description

• Foster encouragement and support among team members, articulate team objectives, and pinpoint areas for further training or skill enhancement.

• Establish clear team objectives and KPIs, track team performance against established metrics, and provide ongoing performance feedback and evaluations.

• Supervise the daily operations and performance of the team, which includes delegating tasks, setting project timelines, and coordinating coverage during team member absences.

• Oversee customer interactions, including chats and inbox activity, to ensure inquiries are addressed accurately and within expected timeframes.

• Offer guidance and coaching to customer service representatives.

• Assist agents with customer inquiries and manage complex or difficult situations.

• Address customer escalations and escalate issues to management as necessary.

• Engage with customers, respond to inquiries, and resolve customer complaints.

• Manage ClickSend notification channels from clients, ensuring inquiries are acted upon and resolved.

• Monitor inbox activity and ensure timely responses to assigned emails.

• Identify gaps in the knowledge base and suggest improvements.

• Collaborate with the Support Manager during peak periods, recurring issues, and assist in enhancing help-guides.

• Recognize training requirements and aid in the development of team members’ skills and product knowledge.

• Cultivate a healthy, motivating team atmosphere characterized by open communication and a positive culture.

• Attend to feedback and assist in resolving issues or conflicts.

• Inspire team members and identify areas needing extra support.

• Organize and plan team-building events.

• Provide regular reports and updates to the Customer Success Manager regarding team performance, metrics, and areas that need focus.

• Achieve established KPIs and strive towards Company OKRs.

• Uphold effective team performance and customer service standards.

• Ensure that customer inquiries and support channels are addressed promptly.

⛳️ Requirements

• 2–3 years of experience in a Team Leader position or a similar role.

• Demonstrated experience in managing and supporting customer service teams.

• Knowledge and experience with performance metrics and KPIs, including CSAT and metrics related to managing a chat team.

• Background in team training, coaching, and identifying developmental needs.

• Proven experience in customer support.

• Strong customer engagement abilities, with a talent for communicating courteously and professionally with customers.

• Familiarity with CRM systems and protocols.

• Proficient in English, both written and spoken.

• Excellent verbal and written communication skills.

• Strong critical thinking and problem-solving abilities.

• Exceptional time-management, organizational, and multitasking skills, with the capacity to prioritize effectively and work under pressure.

• A sense of ownership and pride in performance and its contribution to the company's success.

• Ability to work collaboratively as a team player.

• Strong interpersonal and communication skills.

• Customer Service expertise.

• Experience in Customer Support Team Management.

• Knowledge of CSAT and Customer Service Metrics.

• Skills in Guiding, Monitoring, and Leading Teams.

• Proficiency in Training and Coaching.

• Strong Product Knowledge.

• Quality Focus.

• Market Knowledge.

• Customer Listening and Engagement skills.

• Conflict Resolution capabilities.

• Problem Solving skills.

• Multitasking and Prioritization abilities.

• Patience and a Positive Attitude.

• Attention to Detail.

• People-Oriented approach.

• Strong Organizational Skills.

• Adaptability.

• Capability to Work Under Pressure.

• Proficient Computer Skills.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.

• Flexible working hours and remote work options.

• Health and wellness programs.