Customer Service Team Lead

TL;DR

Customer Service Team Lead: Overseeing a team of offshore representatives to ensure exceptional customer support with an accent on developing B2B partnerships and fostering customer satisfaction. Focus on leading, coaching, and improving team performance while handling complex customer inquiries.

Location: Remote

Salary: $23 - $25 per hour

Company

hirify.global is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline.

What you will do

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service.
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
• Monitor team performance, set goals, and provide regular feedback and coaching.
• Identify opportunities to streamline processes and improve efficiency within the team.
• Work closely with other departments to ensure seamless communication and collaboration.
• Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently.

Requirements

• Experience in customer service or customer support, including phone, email, and/or chat.
• Excellent communication skills, both in writing and over the phone.
• Tech-savvy and able to quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence.
• Ability to work well under pressure and with tight deadlines.
• Passionate about serving small businesses and being part of a growing startup.