Experienced Customer Support Leader

We are an 8-figure company selling personal care products and now looking for a professional and experienced Customer Support Leader who can lead our support team and has the following fields to cover:

- Email, Phone, and Chat Support Team
- Social Media Team
- Dispute

As a Customer Support Leader, you will be responsible for:

Creating strategy and implementation of processes to enhance customer satisfaction
Working closely with our Logistics, Tech, and Marketing Team to address shipment, website, email, and coupon issues
Doing regular audits on agents' performance (handling time, quality of emails, policy adherence, happiness score, and other support metrics) for the support team and (quality of comments and completion ratio) for the Social Media members to ensure the team is keeping pace with service ---------- vestigating and solving customers' problems, which may be complex or unique, that have been passed on by customer service ---------- asuring, analyzing, and reporting critical data (product, people, and shipment concerns) to improve service delivery
Building and implementing workflows and SOPs
Training, coaching, and developing customer service agents
Creating an environment where agents can excel through a solid support system, encouragement, and empowerment
Dealing with employee concerns and issues

***Note:
We currently have 1 Support Manager who will work alongside you. She is currently handling 2 stores and doing most of the legwork together with the team. Your role is to ensure all facets of the department are functioning smoothly and remain organized.
Also, we have 1 Dispute Manager who’s working on the disputes. Your role is to oversee, guide, and help her find ways to lower the disputes or maintain them at a healthy level.

Our ideal candidate:

Has at least 5 years of experience handling a customer support team
Has significant work experience in customer service (email, chat, or phone)
Has exceptional analytical thinking, problem-solving, and organizational skills
Has outstanding people skills
Someone who is a self-starter and takes initiatives
Someone who pays EXTREMELY close attention to details
Someone who is HIGHLY organized (plans and prepares to avoid delays)
Someone who can prioritize work, delegate, and meet deadlines
Someone who is driven, determined, and has a deep desire to learning
Someone who is a doer and gets the job done
Someone who can coordinate, prioritize and manage multiple projects simultaneously
Proficiency in MS Office and Google Docs preferred
Experience in Helpscout, WooCommerce, Shopify dropshipping stores, and handling social media accounts and disputes is a plus.
Available to work 40 hours per week (US EST)