Customer Support Team Lead

hace 5 días


Ciudad de México, Ciudad de México VusionGroup A tiempo completo

About the Role

VusionGroup is a fast-growing retail tech company that's revolutionizing the way retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable. We're looking for a highly skilled and experienced Customer Support Team Lead to join our After-Sales Support team.

Key Responsibilities

  • Manage and Develop the Support Team
    • Lead a team of Service Desk Specialists and provide coaching, training, and mentorship to ensure they have the skills and knowledge needed to deliver exceptional customer support.
    • Conduct regular audits of support agents to ensure they're meeting performance standards and provide feedback for improvement.
  • Support Operations and Process Improvement
    • Work with the support team to establish priorities and objectives to achieve high levels of customer satisfaction, productivity, and quality.
    • Identify areas for process improvement and implement changes to optimize support operations.
  • Customer Focus and Communication
    • Ensure that customer support requests are resolved efficiently and effectively, in compliance with organizational rules and processes.
    • Collaborate with other departments, such as Sales, SE, and R&D, to improve communication and unify processes across the business.
  • Performance Management and Development
    • Establish performance objectives for team members and oversee the evaluation of individual performance metrics, including call monitoring.
    • Identify opportunities for team members to develop new skills and take on additional responsibilities.

Requirements

  • Experience
    • Minimum of 2+ years of experience as a supervisor or team lead in a customer support or related role.
    • 2+ years of experience as a top-performing customer support agent, with a customer-centric approach to ticket handling.
  • Skills
    • Proven experience in managing multiple priorities in a fast-paced environment.
    • Strong attention to detail, with an emphasis on customer service.
    • Excellent verbal and written communication skills, with the ability to convey complex information in a clear and understandable manner.
    • Ability to liaise with individuals across a wide variety of operational, functional, and technical disciplines.
  • Abilities
    • Strong multitasking skills and the ability to balance multiple areas of responsibility.
    • Identify pain points in current processes and implement solutions to improve efficiency and effectiveness.
  • Education
    • Bachelor's degree or equivalent in a related field.

About VusionGroup

VusionGroup is a global company with an international presence in 19 countries. We're a fast-paced and ambitious organization that's committed to reinventing modern commerce. We offer a range of benefits and programs to support our employees, including generous paid time off, health and wellness benefits, and opportunities for career growth and development.



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