Customer Support Leadership Specialist
1 day ago
A talented and experienced professional in customer support leadership is required to oversee day-to-day operations, coach support specialists, and ensure exceptional client and user experiences. The ideal candidate will have a strong track record of team development, excellent communication skills, and the ability to balance performance metrics with team growth.
">- Lead and develop a high-performing customer support team to deliver top-tier service to clients and users.
- Oversee daily support operations, including ticket management, call queues, and escalations.
- Monitor team performance, set key performance indicators (KPIs), and ensure service levels are consistently met.
- Handle complex customer issues and serve as the point of escalation for high-priority cases.
- Collaborate with Technical Support, Operations, and Field teams to resolve cross-functional issues.
- Conduct regular coaching sessions, team huddles, and performance reviews to foster growth and accountability.
- Identify process improvements and contribute to building a scalable support infrastructure.
- Track and report on customer support trends, recurring issues, and opportunities for product/service improvement.
- Professional English fluency.
- Experience using Salesforce.
- Strong leadership and coaching skills with the ability to motivate and develop a team.
- Minimum 3 years of experience in customer support with at least 1 year in a supervisory or team lead role.
- Strong organizational and multitasking abilities.
- Excellent communication and interpersonal skills.
- Fast learner with adaptability in a fast-paced environment.
- Bachelor's Degree (Nice to have).
This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for this challenging opportunity.
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