CSR - Email Support Team Lead
3 weeks ago
CSR - Email Support Team Lead (Onsite)
Job Summary: We are seeking a dedicated and experienced Email Support Team Lead to oversee a team of customer service representatives in an onsite setting. The ideal candidate will ensure exceptional customer service through professional and timely email support, while managing day-to-day team operations. This role requires strong leadership, excellent communication skills, and a hands-on approach to providing guidance and support to team members in an office environment.
Key Responsibilities:
Team Leadership:
Lead and manage a team of customer service representatives specializing in email support, ensuring they meet performance expectations.
Monitor team productivity and quality, offering continuous feedback, coaching, and mentoring.
Conduct regular team meetings and one-on-one sessions to address any challenges, provide motivation, and promote best practices.
Oversee daily scheduling and allocation of tasks to ensure proper coverage and efficient handling of incoming email inquiries.
Email Support Management:
Supervise the email support queue to ensure timely, professional, and accurate responses to customer inquiries.
Handle escalated customer inquiries and complex issues, ensuring they are resolved effectively and promptly.
Ensure team members maintain a high standard of customer service in all email communications, adhering to the company's tone, policies, and best practices.
Training and Development:
Train new hires and provide ongoing development to ensure team members are up-to-date with processes, tools, and product/service knowledge.
Regularly assess team performance and deliver training sessions or workshops as needed to improve skills and efficiency.
Quality Assurance:
Monitor and evaluate email interactions to ensure consistent service quality.
Implement corrective actions and improvement initiatives to enhance team performance, customer satisfaction, and overall quality standards.
Conduct regular audits of email responses to ensure compliance with company guidelines and policies.
Process Improvement:
Identify opportunities to streamline and improve email support processes for greater efficiency.
Collaborate with other departments to ensure a seamless customer experience across all communication channels.
Reporting and Analytics:
Track and analyze team performance using key metrics, such as response times, resolution rates, and customer satisfaction levels.
Prepare regular performance reports for management, offering insights and recommendations for continuous improvement.
Customer Satisfaction:
Ensure all customer interactions are handled with empathy and professionalism, focusing on resolving issues on the first point of contact.
Drive customer satisfaction initiatives and ensure high-quality service delivery at all times.
Qualifications:
2+ years of experience in customer service, with at least 1 year in a leadership or supervisory position.
Excellent written communication skills and a strong ability to express empathy and clarity in email communication.
Proven leadership skills with the ability to motivate and guide a team.
Strong problem-solving and decision-making capabilities.
Experience with customer service tools, such as Zendesk, Freshdesk, or other email support platforms.
Strong organizational and multitasking skills with the ability to manage a team in a fast-paced, onsite environment.
Preferred Qualifications:
Prior experience as an Email Support Team Lead or in a similar leadership role.
Knowledge of CRM systems, email automation tools, and performance analytics software.
Ability to manage a diverse team and work collaboratively in a dynamic work environment.
Work Environment:
This position is 100% onsite, based in our office location.
A professional, fast-paced, and team-oriented environment.
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