Posted Mar-29

Customer Support Team Leader

Keyword.com

Source: WeWorkRemotely

Anywhere (100% Remote) Only

sales
customer service

Never pay to apply to a position. Avoid anything that will "teach" you how to be remote or make extra money. Officeless does not accept responsibility for job applications that host fraudulent, misleading, or damaging consequences here or as a result of links to external sites.

View all jobs from this source


Job Description

We are a multi-portfolio SaaS company looking for a responsible and fast-paced team leader to support our chat agents and help the team grow by managing the current process and systems. Some of our properties include: keyword.com, https://ottomatik.io/, growthrobotics.com

Key Responsibilities:

- Provide timely and constructive solutions and advice to customers and makes them feel they are fully understood.
- Exhibit flexibility and creativity in solving problems presented by customers, while remaining within the SOP guidelines.
- Share resources and information readily and makes sure customers feel that you are on their side.
- Address inquiries as quickly as possible and give explanations in case of delays.
- Put extra effort into following up with customers to ensure they are fully satisfied.
- Prioritize workload effectively based on the needs of customers.
- Probe for information when necessary.
- Handle escalations for technical issues and billing negotiations
- Log all bugs and feature requests in the tracking system.
- Performs additional tasks, such as monitoring recordings of users’ interactions with the site.
- Update the help center and internal documentation with new articles.
- Improve current KPIs and identify solutions for common customer problems
- Full ownership of the support help center documentation

Required Qualifications:

- Organizational Skills
- Experience in working in the customer service industry as a Team Leader or Manager
- Past experience in working with Project management platforms, Zendesk, Slack, and Intercom
- Critical thinker, able to exercise sound judgment.
- Ability to generate reports, identify team opportunities and create plans for improvement
- Past experience in managing and coaching CSRs, creating an acceptable glide path
- Generate reports, charts, and analysis for KPIs at the executive level
- Past basic sales experience with negotiating with custom pricing for customers

Target KPIs:

- Mean First Response Time
- CSR Conversation Ratings
- Number of escalations per month
- Product Bug Reports
- Weekly CSR Performance Review