Customer Service Team Lead - Hybrid, CSAT & AOV Growth

AlgaeCal; United States; Hybride; USD 80 000 - 95 000; Plein temps

Avantages offerts par ce poste

Healthcare package

Hybrid work arrangement

Dog-friendly office

Professional development support

Résumé du poste

AlgaeCal is seeking a Customer Service Team Lead to grow our Customer Success Center in a hybrid Vancouver-based role. The position operates on Pacific Standard Time, Monday through Friday, 8am–4pm, with two remote days.

You will coach a team of customer service representatives to deliver compassionate, high-quality support, while driving CSAT, conversions, and order value. Ideal candidates have 5+ years in customer service, 2+ years in management, and strong CRM skills (Talkdesk).

Qualifications

• 5+ years in customer service
• 2+ years in management
• Experience with Talkdesk/CRM platforms
• Ability to coach teams to improve CSAT and order value
• Strong analytical and communication skills

Responsabilités

• Lead, coach, and develop a team of customer service representatives
• Drive CSAT, conversions, and average order value by coaching team members
• Identify opportunities for improvement and implement solutions using Talkdesk or similar platforms
• Attract, hire, and retain top talent for a high-performing team
• Collaborate with cross-functional teams and represent the voice of the customer

Connaissances

Leadership

Customer service

CRM knowledge

Coaching

Analytical skills

Communication

Talent acquisition

Outils

Talkdesk

Description du poste

AlgaeCal is seeking a Customer Service Team Lead to grow our Customer Success Center in a hybrid Vancouver-based role. The position operates on Pacific Standard Time, Monday through Friday, 8am–4pm, with two remote days.

You will coach a team of customer service representatives to deliver compassionate, high-quality support, while driving CSAT, conversions, and order value. Ideal candidates have 5+ years in customer service, 2+ years in management, and strong CRM skills (Talkdesk).