Customer Service Lead
Core
Lead and develop a team of 30+ customer service agents to manage the Australian customer support operation for a food tech platform.
Role type
Senior IC people leader (customer service operations)
Builds
Customer support operation for a food discovery and deal platform serving 2M+ customers and 5,000+ venues
Domain
Food & Drink technology / Hospitality
Required skills
People management, staffing and rostering, recruitment and onboarding, performance management, coaching, data-driven decision making, process improvement
Preferred skills
Offshore/remote team management, Zendesk, live chat, workforce management, hospitality, marketplace operations
Technologies
Zendesk, live chat, workforce management tools
Responsibilities
Manage staffing, rosters, attendance, shift coverage and daily service performance; Own recruitment, interviews, selection and onboarding; Track individual and team productivity, SLAs, quality and backlogs; Run one-on-ones, provide feedback and manage underperformance; Investigate customer issues and support agents with difficult cases; Implement better processes and training tools
Seniority
Senior, hands-on IC