Customer Support Team Leader

Job summary

We are looking for a careful, detailed, proactive individual with good problem-solving ability to be our Leader of Customer Support team. This person plays a crucial role in supervising and supporting the CS team for customer service issues and ensuring orders are processed efficiently and accurately. You will not only maintain an excellent working relationship with our customer support team but also need to connect with our suppliers to deliver excellent experiences for our customers.

Essential Roles and Responsibilities

• Leadership: Direct the Customer Support team to manage daily customer inquiries & problems, proactively recommending solutions and addressing customer concerns to uphold high satisfaction levels.

• Performance Evaluation: Understand all the metrics in our CRM system, develop and monitor key performance indicators to measure the effectiveness and quality of CS people.

• Customer Experience: Ensure a positive and consistent customer experience across all touchpoints with the Customer Support team.

• Team Development: Collaborate with team members to provide constructive feedback and insights aimed at improving their performance and professional growth.

• Supplier Coordination: Interface with suppliers to resolve any issues related to orders, ensuring smooth and effective communication to address and rectify problems.

• Performance Metrics Management: Improving and maintaining a Trustpilot score at 4.5, CSAT score at 4.9, One touch ticket rate of 70%, first response time to customer inquiries to under 45 minutes (Email), 5 minutes (Social Media).