Remote Customer Service Team Lead — Coaching & Metrics

HelloLesson

Philippines

Remote

PHP 701.000 - 1.052.000

Vollzeit

vor 27 Stunden

Sei unter den ersten Bewerbenden

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Zusammenfassung

HelloLesson is seeking a Customer Service Team Lead to supervise a remote team of customer service representatives and ensure exceptional support for learners and instructors. You will monitor performance, organize schedules, coach staff, analyze metrics, and collaborate with cross-functional teams to streamline workflows and elevate the overall customer experience.

Saturday availability and US hours are required.

Qualifikationen

Strong skills in Customer Service, Customer Support, and Customer Satisfaction, with a focus on delivering consistent, high-quality experiences.
Experience in Customer Service Management, including leading teams, setting performance expectations, and providing feedback and coaching.
Excellent Communication skills, both written and verbal, with the ability to handle complex or sensitive customer interactions.
Prior experience in escalatons
Proficiency with customer support platforms, like Zendesk, ticketing systems, and basic reporting tools.

Aufgaben

Oversee a team of customer service representatives.
Monitor performance and organize schedules.
Handle escalated inquiries and coach team members.
Collaborate with cross-functional teams to improve processes and customer satisfaction.
Document procedures, maintain service quality standards, and identify opportunities to streamline workflows.

Kenntnisse

Customer Service

Team Leadership

Communication

Escalations

Zendesk

Tools