Customer Experience Team Lead

hace 1 semana

Ciudad de México, Ciudad de México Maryruth'S A tiempo completo

**Job Summary**

The Customer Experience Team Lead is responsible for guiding and directing the Customer Care Team, ensuring compliance with company guidelines in terms of the quality of service provided to the customers. This role requires a detailed understanding of the full GSuite and Internet software, as well as the ability to solve problems collaboratively and handle a team. The ideal candidate will have flexible scheduling availability for US hours/timezones and be able to work a full-time (40 hr/wk) paid, fully remote position.

**Key Responsibilities**

  • Manage a team of assigned customer service representatives and ensure they comply with company guidelines related to the quality of service.
  • Manage the flow of day-to-day operations.
  • Monitor or review calls or other correspondence between representatives and customers.
  • Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Experience leaders or other appropriate staff.
  • Lead training during the new hire onboarding process to protect and ensure MaryRuth's Standard Operating Procedures (SOPs) are being properly introduced.
  • Coach new team members to facilitate skills development.
  • Field procedure-related questions and assist in decision-making on handling customer matters.
  • Delegate responsibility and assign daily tasks.
  • Serve as the contact leader during a scheduled shift for Complaints/Adverse Events (AE)/Serious Adverse Events (SAE).
  • Ensure proper procedures are being followed and ensure essential forms are being completed at all times.
  • Other related duties as assigned.

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