
Operations Team Lead
3 days ago
Key Responsibilities
Team Leadership & Management
Supervise, coach, and motivate a team of customer support representatives.
- Monitor team performance, set goals, and provide feedback through regular 1:1s and performance reviews.
Manage schedules, workload distribution, and ensure adequate coverage across shifts.
Customer Support Operations
Oversee day-to-day customer support activities, ensuring timely resolution of inquiries, complaints, and service requests.
- Handle escalated issues and provide solutions that align with company policies while maintaining customer satisfaction.
Ensure compliance with service standards, policies, and procedures.
Process Improvement & Reporting
Track KPIs such as response times, resolution rates, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Identify recurring issues, gaps, or inefficiencies in workflows and recommend process improvements.
Prepare reports and share insights with senior management to support data-driven decision-making.
Collaboration & Communication
Work closely with operations, product, and sales teams to resolve systemic issues impacting customers.
- Act as the communication bridge between customers and internal departments to enhance service delivery.
- Represent the customer support function in cross-functional projects.
Skills & Qualifications
- Proven experience in customer support, service operations, or a related field.
- Previous leadership or supervisory experience required.
- Strong problem-solving, conflict resolution, and decision-making skills.
- Excellent communication and interpersonal abilities.
- Ability to analyze performance data and apply insights to drive improvements.
- Familiarity with customer support tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar).
- Ability to work under pressure and manage multiple priorities.
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