Service Delivery Lead

We are seeking a highly skilled and experienced customer experience manager to lead our customer service team. As a key member of our team, you will be responsible for ensuring efficient and high-quality service delivery, maintaining our reputation for outstanding client relationships, and fostering a positive, solution-oriented work environment.

The ideal candidate will have at least 5 years of experience in customer service, with at least 2 years in a leadership or managerial role. You will have strong experience managing a team and fostering a collaborative, customer-centric culture, excellent communication skills, both written and verbal, and the ability to engage clients and teams effectively.

Key responsibilities include leading, mentoring, and managing the day-to-day operations of the customer service team, training and developing team members, acting as an escalation point for complex or high-priority customer issues, monitoring customer interactions and feedback, working with cross-functional teams to ensure customer expectations are met and exceeded, and analyzing customer service metrics to track team performance and customer satisfaction.

Other qualifications include strong problem-solving and conflict resolution skills, the ability to work under pressure and manage multiple priorities in a fast-paced environment, familiarity with customer service platforms and CRM tools, a passion for delivering exceptional service and building lasting client relationships, prior experience in a creative or design-driven environment is a plus, strong organizational skills and attention to detail, and a willingness to work US business hours.

• Foster a positive, solution-oriented work environment that ensures the team feels supported and empowered.
• Develop and implement best practices for customer service processes and workflows.
• Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.

• Leading, mentoring, and managing the day-to-day operations of the customer service team.
• Training and developing team members to ensure they have the tools and knowledge to perform at their best.
• Acting as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
• Monitoring customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
• Working with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
• Developing and implementing best practices for customer service processes and workflows.
• Analyzing customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.

• At least 5 years of experience in customer service, with at least 2 years in a leadership or managerial role.
• Strong experience managing a team and fostering a collaborative, customer-centric culture.
• Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
• Strong problem-solving and conflict resolution skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Familiarity with customer service platforms and CRM tools.
• A passion for delivering exceptional service and building lasting client relationships.
• Prior experience in a creative or design-driven environment is a plus.
• Strong organizational skills and attention to detail.
• Willingness to work US business hours.

• A dynamic and supportive work environment.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• Flexible working arrangements.