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Team Lead, Customer Service

Job Overview

You’ll also play an important role in coaching and developing customer service agents, managing workforce schedules, supporting recruitment and partnering with teams such as Learning & Development and other key stakeholders to improve processes and address…

Key points

  1. Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed…

  2. Ensure good quality of services and strict adherence to processes.

  3. Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.

  4. Participate in recruitment activities (screening, interviewing).

  5. Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

  6. Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.

  7. A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.

  8. Fluency (Verbal & Written) in English is required – other language is a plus.

Languages

English a plus

Skills

Customer SupportStakeholder ManagementRecruitingCRMTicketing ToolsInterviewing

Experience: Senior-level · 3+ years