
Exceptional Customer Experience Leader
1 day ago
We are seeking an experienced customer service professional to lead and manage our support team. The ideal candidate will have a proven track record of delivering exceptional customer experiences and driving team performance.
About the RoleThis is a full-time position that involves leading a team of customer support agents. You will be responsible for ensuring that your team consistently meets or exceeds key performance indicators (KPIs) and providing coaching and guidance to help them succeed.
Responsibilities- Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
- Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
- Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
- Minimum 3 years of leadership experience in a customer service environment.
- Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience a plus).
- Strong command of English, both written and spoken.
- Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Track record in managing KPIs, attendance, and performance with precision.
- Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
- Ability to assess team well-being and provide support where needed.
- Analytical skills to create, interpret, and act on performance reports.
- Performance and recognition bonuses
- Health and dental insurance
- Paid time off
- Year-end bonus
Full-time, Monday to Friday | US PST Time Zone
What We OfferBe part of a dynamic team that is passionate about delivering exceptional customer experiences. We offer a positive, supportive, and high-performance work environment that encourages collaboration and innovation.
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