Customer Care Team Leader
1 day ago
Responsibilities:
- Lead and support the customer care team in delivering exceptional service across all communication channels, including phone, email, live chat, SMS, and social media.
- Oversee the use of multiple systems (e.g., M3, Magento, Fluent, phone and email platforms, and external applications like StarTrack) to ensure efficient and accurate customer service operations.
- Manage and drive the Customer Care team's KPIs and performance standards to meet business objectives.
- Identify underperformance promptly and develop tailored improvement plans to support team
- Lead the onboarding and training of new team members to ensure smooth integration and strong foundations.
- Conduct regular one-on-one meetings with team members to provide coaching, feedback, and development support.
Qualifications:
- 5 years experience in customer service support and leadership roles
- Proven track record in handling escalations
- Demonstrated ability to lead teams, including providing coaching and managing performance metrics
- Proficient in Microsoft Excel
- Experience with any CRM tools will be considered
- Strong history of long tenure with previous companies, with minimal short stints
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