Customer Service Lead

About Us:

We are a spirituality, astrology, and personal development digital brand. Our mission is to inspire personal growth. With a diverse range of digital programs, workshops, and personalized coaching, we empower individuals to unlock their full potential, cultivate resilience, and achieve personal and professional success.

Job Overview:

We're looking for a dedicated, empathetic, and solution-oriented Customer Service Lead. The role will report to our customer service director and The ideal candidate will have a strong background in customer service leadership and a passion for delivering an exceptional customer experience.

Key Responsibilities:

- Leadership and Team Management: Lead, manage, and measure the activities of a portion of the Customer Support Team, ensuring efficiency and effectiveness. Provide clear communication, mentorship, training, and supervision to consistently meet or exceed customer expectations.

- Communication: Ensure the team is fully informed of all current information related to products, procedures, customer needs, and company-related issues. Develop call center scripts and SOPs to continuously improve customer service.

- Collaboration Across Departments: Collaborate with Sales, Marketing, Product and Development to ensure the voice of the customer is represented in strategic decisions.

- Process Improvement: Serve as a change agent for the continuous improvement of customer service processes, utilizing data, analytics and set KPIs to drive operational efficiencies.

- Performance Management: Develop and implement data-driven methods for tracking performance and growth. Ensure team performance aligns with company standards, providing regular feedback, performance evaluations, and coaching.

- Policy Development: Develop and implement new processes, policies, and procedures to maximize team and company performance.

- Customer Interaction: Assist with answering customer service queries and address complex/problem resolution situations, including customer escalations that may occur after hours or on weekends.

- Resource Planning and Budget Management: Prepare and maintain the department budget, submitting requests for staffing, supplies, and equipment as needed. Monitor and control departmental expenditures.

- Training and Development: Develop and implement training and cross-training programs for staff, ensuring technical skills are up-to-date with industry trends and company technology.

Qualifications:

Must have experience as a Customer Support Leader

- Proven track record of developing performance metrics and implementing data-based process improvement action plans driving client satisfaction.

- Prior project management experience.

- Knowledge of professional growth is a strong plus.

- Knowledge of CS CRMs like Zendesk, Gorgias, and others

- Analytical and process-oriented mindset.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Proven ability to handle difficult customers and resolve conflicts.

- Proficient in using customer service software and tools.


Please use the link below to access the job application. Please answer the questions honestly to ensure we’re a good fit for each other. When you get to the question about your favorite food please respond with "coconuts and bananas" to help us ensure you've read the job description, thoroughly.

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