Customer Service Team Lead
Core
Lead a global Customer Service team to drive results, improve customer satisfaction, and implement process improvements.
Role type
Senior Customer Service Team Lead
Builds
Customer service workflows and team performance
Domain
Publishing / Customer Support
Deliverable
dashboards & analysis
Required skills
Team leadership, complex issue resolution, process improvement, project management, recruitment, performance management, KPI/SLA management, Microsoft Office, SAP, Salesforce, Lean 6 Sigma
Preferred skills
Stakeholder management, change management
Responsibilities
Lead by example to encourage excellent customer service; take ownership of complex/escalated customer queries; manage workload and review capacity globally; recruit, train, and coach team members; facilitate meetings and deliver presentations; create and drive implementation of improvement ideas; manage assigned projects and monthly reporting.
Seniority
Senior, hands-on IC with team management