Team Leader Customer Support Job Description
The Team Leader Customer Support will oversee the day-to-day operations of the customer support team. You will be responsible for monitoring team performance, providing coaching and feedback, and implementing strategies to improve team efficiency and customer satisfaction. Additionally, you will collaborate with other departments to address customer issues and identify opportunities for process improvements.
Responsibilities
- Manage a team of customer support representatives and ensure they meet performance targets
- Provide guidance and support to team members, including coaching, training, and development opportunities
- Resolve complex or escalated customer complaints in a timely and satisfactory manner
- Monitor customer interactions and provide feedback to team members to enhance their performance
- Analyze customer support data and identify trends or areas for improvement
- Collaborate with other departments to address customer issues and implement process improvements
- Maintain a high level of customer satisfaction by delivering exceptional service
- Ensure compliance with company policies and procedures
- Prepare and present reports on team performance and customer satisfaction metrics
Qualifications
- Previous experience in a customer support role
- Proven leadership skills and ability to manage a team
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work well under pressure and handle escalated customer complaints
- Knowledge of customer service principles and practices
- Proficient in using customer support software and tools
- Ability to analyze data and make data-driven decisions
- Organizational and time management skills
- Bachelor's degree in a related field preferred
Skills
- Strong leadership skills
- Excellent communication skills
- Problem-solving abilities
- Customer service principles
- Team management
- Data analysis
- Customer support software
- Time management