Customer Service Operations Manager
il y a 17 heures
About us:
At Poppy Mobility, we are redefining urban transportation with innovative and eco-friendly solutions. Our fleet of shared vehicles includes cars and vans.
Role Overview:
We are seeking a motivated Senior Customer Support Team Lead to lead a team of customer service agents. You will manage daily operations across multiple communication channels, including live chat, email, and phone support. As a team lead, you will play a vital role in ensuring our customers receive exceptional service, while helping your team grow and succeed.
Key Responsibilities:
- Manage a team of customer service agents, ensuring high performance, motivation, and tracking KPIs across live chat, email, and voice support channels.
- Lead by example, providing hands-on support for complex inquiries and escalated issues, maintaining a high standard of customer service.
- Monitor team performance in real-time, ensuring service level agreements (SLAs) are met consistently across all communication channels.
- Coach and mentor team members, providing 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, ensuring open communication between agents, management, and other departments (e.g., Operations, marketing).
- Conduct regular 1:1 meetings, providing actionable insights and setting goals to ensure continuous team development.
- Ensure that the team is aligned with the company's customer service standards and values.
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