Hybrid Customer Experience Team Lead / Agent

Who We Are

Brolly Labs is a business process outsourcing specialist that combines process expertise with amazing offshore talent, resulting in the best of both worlds value outcome for its clients.

As an incubator of cutting-edge services, software, and AI brands, we partner with forward-thinking firms in e-commerce, legal, healthcare, and software sectors to deliver human-centric solutions that make a real difference.

Our vibrant team includes everyone from customer service experts to virtual assistants, operations gurus, and tech aficionados. As catalysts for change, we're on the lookout for the best and brightestthe top 1% who are not just talented, but obsessed with quality. We're after individuals who bring their A-game every day, thrive in a dynamic environment, and are as passionate about their work as we are about creating groundbreaking innovations.

Who You Are

You're a proactive and adaptable professional who thrives in a dynamic environment. You have experience in customer service, team leadership, and e-commerce. You understand the unique challenges and opportunities in the online retail space, from managing customer inquiries to ensuring a seamless shopping experience.

You possess strong leadership qualities you're responsible, able to anticipate risks, not shy to speak up, and comfortable in client-facing roles.
You enjoy guiding others to success, and you're not afraid to jump in and handle tasks directly when needed.
Your'e committed to continuous learning and improvement, and you excel at communication and collaboration.


What You'll Do

You'll take on a dual role as both a Team Lead and an Agent, showing your willingness to manage high-level operational tasks while also getting into the weeds by handling customer inquiries directly. Often starting with a small account, you might be working alone initially or have 1-2 team members under your wing. You'll balance leading the team and providing hands-on support, ensuring both the big picture and the details are well-managed.

As a Team Lead, you'll:

Oversee and manage the performance of a small team, usually focusing on one account at a time, with the possibility of handling up to two accounts.
Provide regular feedback and coaching to team members to foster their development.
Document processes, create reports, and communicate directly with clients.
Monitor KPIs and analyze data to ensure targets are met.
Lead training sessions and help team members grow their skills.
Stay hands-on by handling tickets to maintain up-to-date knowledge of processes.
As an Agent, you'll:

Respond to customer inquiries via email, chat, and/or phone, with the channel determined depending on the account and subject to change.
Leverage your e-commerce experience to handle online retail-related inquiries effectively.
Provide detailed reporting services and maintain clear communication with clients and the management team.
Adapt to changes in the scope of work while ensuring top-notch service delivery.
Note: The scope of work for this role is dynamic and may evolve, but the core responsibilities will remain centered around customer service, team leadership, and e-commerce.

Technical Requirements

High-speed internet (minimum 20 Mbps or fiber connection)
Noise-cancelling headset
Fast computer
Power and internet backup required
Rates and Expectations:

Full-time Role
Rate: $5-6 per hour (depending on skills and experience)
Work Schedule: To be determined, potentially EST or PST business hours.

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.

Apply Here:
https://www.careers-page.com/brolly-labs/job/L88Y356R