Customer Care Team Leader – Remote
Core
Lead and develop a customer service team to ensure exceptional service delivery and high customer satisfaction.
Role type
Senior Customer Care Team Leader
Builds
Customer service operations and team performance
Domain
Customer Support / Service Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, policy development, metrics analysis, conflict resolution, cross-functional collaboration, performance management, customer service software proficiency
Preferred skills
Industry trend knowledge, strategic planning
Technologies
Zendesk, Salesforce
Responsibilities
Manage and coach customer service representatives, develop service policies, analyze service metrics, handle escalated complaints, collaborate with other departments, conduct performance evaluations
Seniority
Senior, hands-on IC