
Senior Leadership Position
7 days ago
Team Manager
Opportunity Summary:
Seeking a skilled Team Manager to lead and develop a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing phone support processes.
Responsibilities:
- Establish and monitor key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
- Implement robust quality control processes to maintain high service standards and identify areas for improvement.
- Leverage data and insights to refine Phone Support processes and enhance the overall customer experience.
- Build and mentor a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
- Develop and train new joiners for the role.
- Document all team activities and outcomes to maintain clear records and identify trends.
- Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
Requirements:
- Exceptional verbal and written communication in English.
- Emotional intelligence and empathy.
- Critical thinking and problem-solving mindset.
- Proficiency with customer service tools and analytics platforms.
Experience:
- 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
- Proven track record of improving and maintaining high service levels and customer satisfaction.
- Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
- Preference for candidates with experience in the US e-commerce market.
Benefits:
- Highly experienced founders team.
- Great self-improvement-driven culture of top A-players in their respective fields.
- 100% remote and micromanagement-free work environment.
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