Team Lead of Customer Support Team (вакансія неактивна)

We are seeking a dynamic and experienced Team Lead for our Customer Support team. As a key player in our project you will lead and inspire a team to provide exceptional service. Our product — an online shop that specializes in offering a range of health and wellness products. The online platform is designed to make these products easily accessible to individuals seeking to enhance their well-being through natural and effective means. Responsibilities include troubleshooting issues, responding to inquiries, and overseeing the seamless completion of orders/forms and account changes. If you possess excellent communication skills, a proven track record in customer service, and leadership experience, we encourage you to apply for this Team Lead position.

Requirements

➖Proven experience in a leadership role, demonstrating the ability to guide and motivate a customer support team.
➖Strong organizational and problem-solving skills with the capacity to handle various tasks efficiently and effectively.
➖Excellent English, both written and spoken.
➖Outstanding written and verbal communication prowess.
➖Willingness to work with people and assist them with issues of varying complexity.
➖Ability to act in non-standard situations.
➖Ability to explain complex concepts in simple terms.

Responsibilities

✔️ Communicate with customers via various channels such as phone, email.
✔️ Process orders, forms, applications, and requests from customers.
✔️ Keep records of customer interactions, transactions, and feedback, as well as actions taken to resolve their issues.
✔️ Coordinate with the team to ensure customer satisfaction and provide follow-up services as required.
✔️ Participate in training sessions to broaden product knowledge and enhance customer service skills.
✔️ Lead and inspire the customer support team to meet performance goals and objectives.
✔️ Conduct regular team meetings to discuss updates, challenges, and share best practices.
✔️ Provide ongoing coaching and mentorship to team members for professional development.
✔️ Analyze team performance metrics and implement strategies for continuous improvement.
✔️ Collaborate with other departments to address escalated issues and streamline processes.
✔️ Develop and implement customer service policies and procedures to enhance efficiency.
✔️ Stay updated on industry trends and incorporate best practices into the customer support strategy.

Would be a plus

➖A background in e-commerce
➖Knowledge of work with G-suite (Google Workspace: Disc/Sheets/Docs)
➖Experience with any CRM/ATS

Work conditions

✔️Remote work
✔️Working hours schedule: 16:00- 00:00 Kyiv time