Customer Service Team Lead
il y a 2 jours
About us:
We are redefining urban transportation with our innovative, flexible, and eco-friendly solutions at Poppy Mobility. Our fleet of shared vehicles includes cars and vans that cater to diverse customer needs.
Job Overview:
We are seeking a motivated Senior Customer Support Specialist to lead a team of approximately 15 agents in managing daily operations across multiple communication channels, including live chat, email, and phone support. The successful candidate will play a vital role in ensuring exceptional customer service while helping the team grow and succeed.
Key Responsibilities:
- Lead a team of 15 customer service agents, driving high performance, motivation, and tracking KPIs across live chat, email, and voice support channels.
- Provide hands-on support for complex inquiries and escalated issues, maintaining a high standard of customer service.
- Monitor team performance in real-time, ensuring consistent meeting of service level agreements (SLAs) across all communication channels.
- Coach and mentor team members, offering ongoing feedback, training, and development to help them reach their full potential.
- Drive improvements in processes, workflows, and customer service techniques to enhance overall team efficiency and customer satisfaction.
- Foster a collaborative environment, promoting open communication between agents, management, and other departments.
- Conduct regular one-on-one sessions, providing actionable insights and setting goals to ensure continuous team development.
- Ensure the team is aligned with the company's customer service standards and values.
- Stay informed on product updates, changes, and challenges, and communicate relevant information to the team to ensure they are prepared to assist customers effectively.
What We're Looking For:
- Experience in a team leader or supervisory position is a plus, but we're open to candidates with ambition and a desire to grow into a leadership role.
- Excellent communication skills (both verbal and written) in English.
- Ability to handle high-pressure situations and manage multiple priorities effectively.
- A customer-centric mindset with a passion for solving problems and improving the customer experience.
- Experience managing live chat, email, and voice support channels is a plus.
- Analytical skills to review customer service metrics and identify areas for improvement.
- Experience in the mobility or tech industry is a bonus.
- Familiarity with customer service tools and CRM platforms.
Why Join Us?:
- Be part of a rapidly growing company that is pioneering urban mobility innovation.
- Competitive salary and benefits package.
- Opportunities for career development and growth.
- A collaborative, fun, and fast-paced work environment.
- Contribute to a company that values sustainability, technology, and excellent customer service.
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