Deskripsi Pekerjaan
Join SupportNinja as a Remote Customer Service Team Lead and lead a high-performing customer service team in a dynamic, growth-focused environment. This is an exciting opportunity for experienced customer service professionals ready to take the next step in their leadership career.
As a Team Lead, you will be responsible for overseeing daily team operations, ensuring service excellence, and driving performance to meet organizational goals. You'll work closely with management to implement strategies that enhance customer satisfaction and team productivity. This role operates on a night shift schedule aligned with EST, offering flexibility for those who thrive in non-traditional work hours.
At SupportNinja, we invest in our people. Team leads enjoy comprehensive benefits including HMO coverage from Day 1 with free dependents, retirement benefits, and opportunities for career advancement. You'll be part of a collaborative, innovative team that values continuous improvement and excellence.
If you're passionate about customer service leadership and want to be part of a company that rewards performance and dedication, we want to hear from you. Apply now and take the next step in your career with SupportNinja!
Tanggung Jawab
- Lead and motivate a team of customer service representatives to achieve performance targets and KPIs
- Monitor team performance and provide coaching, feedback, and performance reviews
- Handle escalated customer inquiries and ensure timely resolution of issues
- Generate daily, weekly, and monthly reports on team productivity and service metrics
- Collaborate with management to implement process improvements and operational strategies
- Ensure compliance with company policies, procedures, and quality standards
- Foster a positive team environment and promote professional development
Kualifikasi
- Proficient in English with C1-level communication skills (both verbal and written)
- Minimum of 1 year experience in a leadership or team lead role
- Minimum of 3 years of experience in customer service or customer-facing roles
- Experience using FreshDesk or similar customer service platforms
- Strong leadership, organizational, and decision-making skills
- Ability to work independently and manage remote team operations
- Willingness to work night shifts aligned with EST time zone
- Excellent interpersonal and conflict resolution abilities