Customer Service Team Lead
Core
Lead a global customer service team to drive process improvements, increase first-time resolution, and reduce customer effort for millions of content readers.
Role type
Senior Customer Service Team Lead
Builds
Customer service workflows and operational processes for a global content publishing team
Domain
Publishing / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Customer service leadership, complex issue resolution, team recruitment and coaching, project management, performance management, process improvement, Microsoft Office, SAP, Salesforce
Preferred skills
Lean 6 Sigma methodology
Responsibilities
Lead by example to inspire excellent customer service, take ownership of escalated customer queries, manage workload and global capacity, recruit and train team members, facilitate meetings and deliver presentations, drive implementation of improvement ideas, manage assigned projects and milestones, compile monthly performance reports
Seniority
Senior, hands-on IC with team leadership
