Customer Service Lead | Hybrid Role, Growth & Impact

Placements24; Willows (CA); Hybrid; USD 21,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid coverage

Retirement annuity

Career advancement opportunities

Performance-based incentives

Job summary

Placements24 client in e-commerce seeks a dynamic Customer Service Lead to oversee a team of representatives, raise service standards, and drive loyalty. You will coach staff, monitor metrics, handle escalations, and partner with other departments to ensure a seamless customer experience in a hybrid work setting.

The role requires at least 3 years in customer service leadership, excellent communication, problem-solving, and data-driven decision making.

Qualifications

• Minimum 3 years in a customer service leadership role.
• Strong understanding of e-commerce customer service.
• Excellent communication, problem-solving and conflict-resolution skills.
• Experience coaching and developing teams.
• Proficient with CRM and ticketing tools.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives.
• Monitor performance metrics and drive improvements.
• Handle escalated complaints and complex issues.
• Develop and deliver training programs for the team.
• Collaborate with other departments to ensure a seamless customer journey.
• Contribute to policies and procedures for customer service.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to quality standards and company policies.
• Foster a positive, high-performance team environment.

Skills

Leadership

Coaching

Communication

Problem solving

Data analysis

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM software

Helpdesk systems

Job description

Placements24 client in e-commerce seeks a dynamic Customer Service Lead to oversee a team of representatives, raise service standards, and drive loyalty. You will coach staff, monitor metrics, handle escalations, and partner with other departments to ensure a seamless customer experience in a hybrid work setting.

The role requires at least 3 years in customer service leadership, excellent communication, problem-solving, and data-driven decision making.