Lead, train, coach, mentor Customer Experience Associates, Subject Matter Experts and Team Lead, providing them with the guidance and support they need to excel.
Develop and implement customer service process improvements to streamline operations and enhance efficiency.
Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
Analyze Service Excellence data to identify trends and opportunities.
Identify and address training needs based on quality assurance findings

Bachelor's degree in a relevant field, or equivalent customer service experience
Minimum of 3 years of experience in a supervisory or people management role.
Proven leadership and supervisory experience.
Strong problem-solving and decision-making skills.
Excellent communication and interpersonal skills.
Ability to work under pressure, meet deadlines, and achieve team targets.
Proficiency in customer service software and systems.
Amenability to work onsite; working on weekends as Escalation POC (rotation based)

Customer Service Team Lead

Key skills