Customer Service Team Lead

Customer Service Team Lead

Position Overview:

The Customer Service Team Lead at Mixam is responsible for overseeing the daily operations of the customer service team. This role involves ensuring high levels of customer satisfaction, managing team performance, and handling escalations. The Team Lead will mentor and support team members, facilitate training, act as an escalation route for orders and customers, and ensure that the team meets its performance goals.

Key Responsibilities:

• Lead, mentor, and support a team of Customer Service representatives.
• Monitor team performance and provide feedback and coaching regarding metrics through regular 121 meetings with direct reports
• Ensure that customer service inquiries are handled promptly and effectively.
• Oversee scheduling, ensuring adequate coverage for customer support.
• Identify areas for improvement and implement necessary changes.
• Handle escalated customer inquiries and complaints, providing timely resolutions.
• Ensure customer satisfaction by maintaining high-quality service standards.
• Develop and implement customer service strategies to improve overall customer experience.
• Stay updated with industry trends and best practices, and share knowledge with the team.
• Support the team with regular training and provide additions to the central training materials and resources.
• Act as a liaison between the customer service team and other departments and work closely and collaboratively with other Customer Service teams
• Communicate company policies, procedures, and updates to the team.
• Participate in meetings and contribute to strategic planning.