Customer Support Team Lead
hace 5 días
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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