Improve the overall customer support experience of Fiverr
Recruit, hire, coach and develop customer service agents
Analyze KPI’s and metrics to improve overall performance of team
Evaluating performance using key metrics (accuracy, adherence, call waiting times)
Monitor team performance and report on metrics
Evaluate the quality of tickets and chats, coach the team towards continuous improvement
Take ownership of customer issues and follow problems through to resolution
Set a clear mission and deploy strategies to measure success
Develop procedures, policies, and standards
Analyze statistics and compile accurate reports
Collaborate with other teams, to share customer insights, provide feedback on product features, and ensure a seamless customer experience across all touchpoints.

At least 2 years of customer support team management experience a must, with virtual experience preferred
Team player
Ability to work well with other team leaders and shift managers to achieve our goals
Excellent communication and leadership skills
Familiarity with customer support platforms and ticketing/chat systems (Zendesk and Jira)
Experience with AI tools to improve the customer experience and support processes
Experience with training and coaching team members
Developed and implemented process improvements to increase efficiency
Excellent knowledge of performance metrics
Experience with evaluating the quality of tickets and chats
Analytical and proven ability to build reports
Excellent time management skills

Customer Support Team Leader

Key skills