Customer Service Manager Work From Home

Customer Experience (CX) Team Lead

As the Customer Experience (CX) Team Lead within our outsourcing team, you will play a crucial role in defining and enhancing the support experience for our clients.

This position is designed for a results‑driven leader passionate about driving excellence and implementing innovative customer service strategies.

• Leadership and Development:
  Lead a dynamic team, fostering a culture of continuous improvement, accountability, and high performance; implement a coaching culture that supports professional growth and development.
• Operational Excellence:
  Oversee daily operations, ensuring efficiency and effectiveness in meeting service level agreements (SLAs); identify and mitigate operational risks.
• Training and Empowerment:
  Develop comprehensive training programs to advance team skills and knowledge; encourage empowerment and decision‑making within the team.
• Culture and Morale:
  Build a positive team environment that champions company values, encourages collaboration, and supports individual well‑being.
• Performance Management:
  Promote a culture of excellence through regular performance reviews, feedback, and recognition; drive initiatives that enhance productivity and customer satisfaction.
• Customer Escalations:
  Handle customer issues with empathy and professionalism, ensuring quick and effective resolutions.
• Innovation and Improvement:
  Stay informed about industry trends to drive innovation within the team; lead projects aimed at improving processes and enhancing the customer experience.
• Data Analysis:
  Utilize customer data to identify trends, inform strategy, and improve service delivery.

• Animal Lover:
  Must love animals.
• Proven Leadership:
  Demonstrated ability to lead and develop high‑performing teams; experience in fostering a coaching culture and driving operational excellence.
• Strong Interpersonal
  
  Skills:
  
  Ability to inspire, motivate, and communicate effectively with team members at all levels.
• Problem‑Solving:
  Exceptional problem‑solving skills with the ability to navigate a fast‑paced environment.
• Collaboration:
  
  Strong collaborative skills, able to work effectively with cross‑functional teams to achieve business goals.
• Adaptability:
  Openness to embrace new challenges and a commitment to continuous learning and improvement.
• Customer‑Centric: A strong commitment to delivering outstanding customer service.