Customer Support Team Lead

(Project-based, 4 Months)

Temporary Employee, Full-time, Remote, PST Shift

Job Summary:

As a Customer Support Team Lead, you will be at the forefront of our brand's communication, leading a team of Customer Support Representatives to ensure exceptional customer service. This role demands excellent communication skills, a customer-centric mindset, and the ability to provide effective leadership to your team.

Responsibilities:

• Lead and supervise a team of Customer Support Representatives.

• Act as an escalation point for complex customer inquiries and issues.

• Ensure timely and professional customer responses across email, chat, social media, and phone.

• Provide product and service information, and assist with placement of orders, refunds, or exchanges.

• Collaborate with the team to handle complaints and challenging customer interactions.

• Support team members in addressing the root causes of customer issues.

• Collaborate with other teams to resolve complex product or technical problems.

• Gather and share customer feedback to enhance service quality.

• Maintain professionalism in written and verbal communication.

• Set and enforce high standards of professionalism among team members.

• Oversee record-keeping of customer interactions and use of CRM systems.

• Assist in reporting and analysis of customer support metrics.

Requirements:

• Minimum 2 years of team lead customer support experience, preferably in eCommerce.

• Proficiency in English with strong grammar.

• Experience with Kustomer CRM preferred.

• Ability to remain composed and professional in high-pressure situations.

• Track record of effectively managing customer expectations and resolving issues.

• Strong multitasking abilities and attention to detail.

• Collaborative team player with a proactive attitude.