Customer Support Team Lead
1 week ago
At Thrillophilia, we're seeking a highly skilled and experienced Customer Support Team Lead to join our team. As a key member of our customer support department, you will be responsible for leading and managing a team of customer support representatives, ensuring that our customers receive top-notch service and that the team meets its performance targets.
Key Responsibilities:
- Lead, mentor, and motivate a team of customer support representatives.
- Monitor team performance and conduct regular performance reviews.
- Provide coaching and training to team members to enhance their skills and performance.
- Ensure high levels of customer satisfaction by addressing and resolving customer inquiries and complaints promptly.
- Handle escalated customer issues and provide timely resolutions.
- Track and analyze key performance metrics, such as response time, resolution time, and customer satisfaction scores.
- Implement strategies to improve team performance and achieve targets.
- Prepare and present performance reports to management.
Qualifications:
- Bachelor's degree in any discipline; a degree in Business Administration or a related field is a plus.
- Minimum of 3 years of experience in customer support, with at least 1 year in a supervisory or leadership role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Proficiency in using customer support software and tools.
- Demonstrated ability to lead and motivate a team.
About Thrillophilia:
At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories. Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ destinations. We're a team of young and lively folks who are passionate about travel, technology, marketing, partnerships, and more.
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