Customer Support Lead
Posted 10 minutes ago
You'll apply on the company's website.
About the Role
The hiring platform offers text-centric solutions tailored for the hourly workforce. By leveraging automated workflows and SMS, the organization helps local restaurants and businesses minimize the time required to recruit, hire, and onboard personnel. Building on a history of success with major brands, the platform is advancing its applicant tracking software with machine learning to enhance recruitment efficiency for franchises and small enterprises. The Customer Support Lead is a critical role responsible for leading a group of 8 to 13 specialists to uphold superior service quality. You will be instrumental in promoting professional development, managing knowledge sharing, and cultivating a high-performance environment. You are expected to harmonize operational productivity with the career advancement of your staff, ensuring the company maintains exceptional support standards during its growth.
Requirements
- Minimum of four years of work experience within shared services or BPO, including at least two years in a management role.
- Experience managing both voice and non-voice accounts, particularly those encompassing chat, email, and SMS channels, is preferred.
- Proven history of managing key performance indicators such as quality assurance, average handle time, sales figures, and CSAT scores.
- Strong aptitude for data-driven problem-solving.
- Advanced verbal, written, and presentation communication skills.
- Capability to quickly master product knowledge, measure project impact, and succeed within a culture that prioritizes experimentation and growth.
Responsibilities
- Supervise a team of specialists to deliver high-quality support across email, chat, and phone platforms.
- Conduct weekly individual meetings to coach staff, deliver constructive feedback, and support career progression.
- Manage and monitor team performance metrics and staff retention.
- Design and refine internal procedures to boost issue resolution rates, customer satisfaction, and the fulfillment of service level agreements.
- Engage in leadership discussions focused on operational best practices.
- Identify and escalate significant trends or urgent concerns while providing viable solutions.
- Execute business continuity strategies to ensure ongoing team engagement and departmental performance.
Benefits & Perks
- Permanent remote work setup with a provided company laptop.
- Monthly allowance of $50.
- Annual bonus structure plus additional performance-based incentives.
- Flexible paid time off policy.
- Observance of major US and Philippine holidays.
- Professional growth through career fast-track initiatives and internal mobility options.
- Opportunity to collaborate with professionals from prestigious institutions like Harvard, MIT, Stanford, and Google.
- Direct deposit salary payments.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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