Customer Service Team Lead

Job Overview
The Customer Service Team Lead is responsible for supervising and supporting a team of customer service representatives, ensuring high standards of customer satisfaction. This role involves leadership, coaching, and handling escalated issues while meeting service goals and KPIs.

Key Responsibilities
* Team Leadership
* Supervise and motivate a team of customer service reps to ensure efficient operations and high service quality.
* Provide coaching, feedback, and training to improve team performance.
* Monitor team performance, including response times, resolution rates, and customer satisfaction.
* Customer Support
* Handle complex or escalated customer issues, ensuring resolution and satisfaction.
* Identify recurring problems and suggest process improvements.
* Performance Monitoring & Reporting
* Track and report on team performance metrics (e.g., response times, satisfaction).
* Analyze data to identify trends and areas for improvement.
* Process Improvement
* Collaborate with other departments to improve customer service workflows.
* Recommend and help implement new policies and procedures to enhance service quality.
* Team Development
* Foster a positive team environment focused on continuous learning and growth.
* Set clear expectations and goals for team members.
* Compliance & Quality Assurance
* Ensure adherence to company policies and customer service standards.
* Conduct quality assurance checks on customer interactions.

Qualifications & Skills
* Experience
* 3+ years in customer service, with 1-2 years in a leadership role.
* Proven success in meeting customer service goals and KPIs.
* Skills
* Strong leadership, communication, and problem-solving skills.
* Experience with customer service software (e.g., Zendesk, Salesforce).
* Ability to manage multiple tasks and adapt to changing priorities.