Customer Service Team Lead

Promenade Group is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. They are seeking a dynamic and experienced Customer Service Team Lead to oversee a team of offshore representatives, ensuring exceptional support and fostering strong relationships within the team.

Responsibilities:

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
• Monitor team performance, set goals, and provide regular feedback and coaching
• Identify opportunities to streamline processes and improve efficiency within the team
• Work closely with other departments to ensure seamless communication and collaboration
• Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently
• Helping customers and partners use our Promenade products to change the way local businesses connect with their community

Requirements:

• Dynamic and experienced Customer Service Team Lead
• Ability to oversee a team of 8 offshore representatives
• Passionate, empathetic, driven, and loves solving complex problems
• Outgoing, detail-oriented, works efficiently under pressure
• Incredible knack for remaining calm and positive in all situations
• Lead and motivate a team of 8 offshore customer support representatives
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
• Monitor team performance, set goals, and provide regular feedback and coaching
• Identify opportunities to streamline processes and improve efficiency within the team
• Work closely with other departments to ensure seamless communication and collaboration
• Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
• Excellent communicator, both in writing and over the phone
• Friendly, optimistic, and have a caring demeanor
• Adept at working well under pressure and with tight deadlines
• Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat