Customer Service Lead

Remote Jobs; Brasil; Teletrabalho; BRL 60.000 - 90.000; Tempo integral

Resumo da oferta

A leading e-commerce firm is seeking a Customer Service Manager to oversee daily operations, enhance team performance, and handle escalated customer issues. This role offers remote work from various locations and opportunities for career growth within a supportive environment. Candidates should have a proven track record in customer service and strong leadership skills.

Serviços

Opportunity for career advancement

Positive work environment

Flexible work schedule

Qualificações

• Proven strong performance metrics in customer service.
• Ability to support and guide team members effectively.
• Proactive approach to problem-solving and issue resolution.

Responsabilidades

• Oversee day-to-day operations in customer service.
• Lead team development and coaching.
• Handle escalated customer issues and resolutions.
• Track performance metrics like CSAT and response time.
• Collaborate with other departments to enhance service.

Conhecimentos

Customer Service Expertise

Strong Communication Skills

Leadership Skills

Problem-Solving Mindset

Ferramentas

Zendesk

Descrição da oferta de emprego

Employer Industry: E-commerce Retail (Wine Industry)

Why consider this job opportunity:

• Opportunity for career advancement and growth within the organization
• Work remotely from various locations including FL, NY, NJ, NC, OH, TX, and MA
• Positive and professional work environment that encourages team development
• Competitive work schedule: Tuesday - Saturday, 8:30 AM - 5:00 PM Central Time
• Chance to lead initiatives that improve customer experience and operational processes

Responsibilities

• Oversee the day-to-day operations of the Customer Service department, ensuring efficient functioning
• Lead and coach team members on development opportunities and support issues
• Handle customer escalations requiring specialized attention and resolution
• Track and improve key performance metrics, such as CSAT, response time, and QA scores
• Collaborate cross-functionally with other departments to enhance service delivery

Qualifications

• Proven track record of strong performance within the employer, with excellent CSAT and productivity metrics
• Ability to learn new areas of support and perform at a high level
• Proactive and solution-oriented mindset
• Strong verbal and written communication skills
• Strong interpersonal skills to effectively support and guide team members

Preferred Qualifications

• Experience with advanced support tasks and training within customer service environments
• Familiarity with knowledge management systems and customer service platforms like Zendesk

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