Customer Support Team Leader

About the Role:

As an exceptional coach your primary responsibilities include providing feedback to agents identifying the root causes of performance issues and actively training agents to address and rectify these issues. You uphold high standards for your team readily pointing out shortcomings with clear explanations. You prioritize the customer experience in every discussion set SMART goals for performance improvement and ensure that your feedback aligns with our standards. Additionally you are willing to handle customer issues directly and become a product expert serving as a valuable resource for coaching your agents.

Day-to-Day Responsibilities:

• Closely monitoring agent performance primarily in terms of quality productivity and attendance metrics with a primary goal of maintaining quality assurance scores above 90%

• Providing frequent coaching to agents based QA feedback metrics customer survey responses and your own ticket observations

• Occasionally handling angry customer escalations

• Ensure schedule adherence by agents and desired productivity levels

• Maintaining coaching logs and providing regular written feedback to agents

• Comfortably navigate our support environment which includes tools such as Zendesk Metabase and Five9

• Listen to team members’ feedback and resolve any challenges or conflicts

• Initiate consequence management steps in the case of low-performing team members

• Delegate tasks to high potential team members to build a culture of learning and development in the team

• Suggest and lead team building activities for team motivation

Profile Must Haves:

• +2 years of coaching experience - you've been directly responsible for helping others improve their performance

• + 2 years of team leader experience-where you've directly led a team

• +2 years of customer service experience - you have been in a customer-facing position

System Requirements

• Minimum 15Mbps wired internet connection

• Minimum i5 processor or equivalent

• Minimum 12GB Ram

• Quiet working environment

• Steady power and internet connection

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones and accommodate weekend shifts if needed in case of any emergency. However they would have the flexibility to take leave on other days of the week.