
Service Delivery Manager
15 hours ago
We are seeking a seasoned leader to oversee our customer support teams, driving exceptional service delivery for e-commerce brands.
- Manage and motivate customer support teams to deliver top-notch service.
- A minimum of 3 years' leadership experience in customer service, preferably in e-commerce.
- Proven track record in managing KPIs, attendance, and performance with precision.
- Conduct regular coaching sessions and provide personalized guidance to help team members succeed.
- Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
This role is ideal for those who excel in guiding teams toward success and motivating others to excel in their roles.
About the Role:
The Customer Service Team Lead will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that all customers receive exceptional service. The ideal candidate will have a strong command of English, both written and spoken, as well as familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
Responsibilities:
- Lead and manage the customer support team to achieve exceptional service delivery.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Maintain accurate records of team performance, including KPIs and attendance.
- Provide regular coaching and feedback to team members to enhance their performance.
- Evaluate team performance bi-annually and recommend opportunities for growth, promotions, or recognition.
Requirements:
- Minimum 3 years' leadership experience in customer service, preferably in e-commerce.
- Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Analytical skills to create, interpret, and act on performance reports.
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