Remote Customer Service Team Lead
1 week ago
Job Title:
">A Customer Service Manager is needed to lead a team of guest experience specialists. The ideal candidate will have strong communication and organizational skills, with the ability to work effectively in a distributed team.
">">About the Role:">- This role involves overseeing a remote guest experience team, handling guest inquiries, and resolving issues in real-time.
- The successful candidate will be able to work autonomously and make decisions quickly while maintaining excellent communication with the team and stakeholders.
- You will have 3+ years of service industry experience, including at least 2 years of management experience in customer service or call centers.
- You will possess strong analytical, strategic, and collaborative skills, with the ability to write SOPs and provide process improvements.
- You will be a reliable and proactive individual who can handle routine workflows independently and make decisive actions when necessary.
- Experience in the hospitality industry
- Workforce management experience, including scheduling and forecasting
- Familiarity with CRM systems
- Help the team reach all Guest Experience Quality, Efficiency, and Productivity goals
- Contribute to foundational SOPs to improve our level of service
- Train and coach direct reports to provide exceptional service
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