Customer Support Team Lead; English-Speaking

Overview

We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you!

• Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
• Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
• Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
• Identify trends and areas for improvement in customer service processes.
• Collaborate with other departments to ensure a seamless customer experience.
• Assist in the development and implementation of customer support strategies.

• Working experience in Customer Support/ Service / Call Center
• Understanding the key metrics for a customer support team (team and personal metrics): CSAT, SLA, FRT + NRT, HT, NPS and so on
• Familiarity with tools such as Intercom, Slack, Google Workspace
• Excellent writing and speaking skills (English)
• Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support
• Analytical mindset with the ability to interpret CS performance metrics and implement improvements
• Strong problem-solving skills and the ability to handle escalations professionally
• Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus)

• Experience working with global teams across different time zones

• Remote work opportunity
• Flexible working schedule
• Salary and bonuses based on your performance
• Learning opportunities
• Career growth prospects

• Seniority level:
  Associate
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries: IT Services and IT Consulting