Team Lead Customer Care Representative

hace 21 horas

Monterrey, México Lingble A tiempo completo

Careers at Lingble: Lingble Customer Care Senior agent/Team Leaders

Lingble is an all-in-one e-commerce solution that allows companies to sell their products directly to consumers globally through their own, highly customized online shops. We work with up-and-coming and well-established fashion brands in their domestic markets, as well as brands that sell exciting consumer goods in other industries that want to expand their business outside of their home country through e-commerce. We are growing fast and are very excited about how we are changing cross-border e-commerce by making it easier than ever for companies to reach their customers in every corner of the world. At Lingble we look for talent worldwide. We work in an entirely remote environment and have employees in over 20 countries and growing.

We are now looking for Customer Care Supervisors who will lead the rapid growth of Lingble Customer Care Team. Lingble is in rapid development with many new brands joining our platform early next year and adding new partners rapidly for the foreseeable future. With us, you will be part of a dynamic team in an exciting high-growth technology company where you will get the chance to develop your career and have many advancement opportunities within Lingble, because at Lingble customer care is at the heart of our culture and operations.

You should have solid supervising experience of 2 year or more in managing a medium-size customer care team with 30- 50 agents.

Key Functional Areas of Responsibility
- Manage a team of 10-15 agents
- Be flexible in working at weekends
- On-time completion of assignments and tasks
- Oversee the day-to-day performance of own Customer Care team (CCT) sub-team
- Attend to escalations from junior agents
- Ensure immediate escalation of serious customer experience issues and operational issues to CCT managers
- Perform daily checks on own team’s productivity
- Prepare reports on team performance
- Hold weekly sub-team meetings
- Hold monthly performance review meetings with your own team
- Hold up-training sessions to uptrain own team on different topics
- Hold orientation training for CCT new members
- Ensure own team’s responsiveness to updates and announcements
- Ensure constant communication with other Lingle teams regarding on-site issues, marketing campaigns, and customer feedback
- Ensure company SOPs are followed by own team
- Provide feedback to the CCT managers to revise workflow to support team scalability

Professional Skills & Qualifications
- 5+ years experience in customer service
- 2+ years of supervisory experience
- Experience in working in a scalable customer care team is preferred
- Customer-oriented
- Fluent in English. Additional language is a plus
- Enjoy a remote working environment
- Excellent written communication skills
- Multitasking
- Experience with global e-commerce and technology
- Excellent analytical and organizational skills
- Very detail-oriented
- Experience with Zendesk/Happy Fox/Live chat/Order processing platforms
- Call center experience is a plus
- Basic knowledge of social media platforms (Facebook, Line, Instagram, TikTok, etc.)
- Can work is US Pacific Time Zone

**Job Type**: Part-time

Application Question(s):

- Do you have any related experience?
- Can you work in US Pacific Time Zone?

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