Customer Service Lead

We are looking for a dynamic and experienced Team Lead to help oversee our support team. The ideal candidate will manage the daily operations of the agent population, handle high-touch escalations, QA agent performance, and develop SOPs. This role requires strong leadership skills, the ability to manage multiple priorities, and a deep understanding of customer support dynamics in a fast-paced environment.

Please start your application with the phrase: "I'm here to help!"

We currently have a full-time team of 30 in the Philippines that you will be joining.


Key Responsibilities:
- Monitor agent attendance and ensure adherence to scheduled shifts.
- Evaluate agent performance and tea ---------- trics, including quality of responses, adherence to SOPs, topic tagging, managing idle times/overbreaks, and more.
- Conduct individual agent coaching sessions as necessary.
- Train new hires.
- Develop and update guidelines on processes and provide important reminders for the support team.

Qualifications:
- Proven experience in customer support or service team leadership, preferably in a tech or social media environment.
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Familiarity with customer service software, databases, and tools.
- Analytical skills to evaluate performance metrics and improve service procedures.
- A proactive approach to problem-solving and decision-making.
- Experience in workforce planning and scheduling.
- Ability to work collaboratively with various teams and departments.


PERKS:
We expect you to work Los Angeles hours, however, we are very flexible with scheduling; if you're communicative and give us reasonable notice, we have no problem with you taking that trip with your family in two weeks or taking this Friday off because you're not feeling well.

-----------------------------------------
HOW TO APPLY - Fill out the following form:
----------
----------------------------------------