Key skills
LeadershipCommunication
About this role
Role Overview
- Lead and supervise Tier 1 customer support agents to ensure high-quality service delivery
- Monitor team performance and provide coaching and feedback to enhance productivity and customer satisfaction
- Resolve escalated customer issues and handle complex inquiries
- Develop and implement training programs for new agents and ongoing skill development
- Collaborate with other departments to optimize workflows and enhance the overall customer experience
Requirements
- Proven experience in a customer support supervisor or team lead role
- Strong leadership and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Ability to thrive in a dynamic and fast-paced environment
- Proficient in relevant software tools and platforms (e.g., Zendesk)
- Exceptional communication skills and a customer-centric mindset
- Fluent in English and Mandarin
Benefits
- Flexible working hours
- International, diverse, and intrinsically motivated team
- Autonomous and progressive work environment with low hierarchies and fast decision-making