Lead, Customer Support

🕒 Setembro 23

🇵🇭 Filipinas – Remoto

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 10%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Sinch

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 $48.845.918 Post-IPO Debt - Sinch em 2024-09

Consulting • Logistics • Marketing

A SH é uma fornecedora brasileira de formas, andaimes, escoramentos e equipamentos de acesso para projetos de construção, oferecendo venda, aluguel, engenharia/projetos, suporte técnico, logística e e-commerce em todo o Brasil e Paraguai. A empresa fornece painéis de formas de alumínio e aço, escoramentos metálicos, andaimes, acessórios e peças de reposição, além de oferecer ferramentas digitais de suporte à decisão, catálogos e assistência prática para obras residenciais, industriais e de infraestrutura.

Descrição

• Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development • Set clear team goals and KPIs, monitor team performance against agreed metrics, and provide regular performance feedback and evaluations • Oversee the day-to-day operation and performance of the team, including delegating tasks, setting project deadlines, and coordinating coverage when team members are unavailable • Monitor customer interactions, including chats and inbox activity, to ensure enquiries are handled accurately and within appropriate timeframes • Provide guidance and coaching to customer service agents • Assist agents with customer queries and support complex or challenging situations • Handle customer escalations and escalate further to management when required • Interact with customers, answer enquiries, and handle customer complaints • Manage ClickSend notification channels from clients and ensure enquiries are actioned and answered • Monitor inbox activity and timely actioning of assigned emails • Identify knowledge-base gaps and recommend improvements • Consult with the Support Manager on busy periods, recurring issues, and help-guide improvements • Identify training needs and support team members’ skill and product-knowledge development • Create a healthy, motivating team environment with open communication and positive culture • Listen to feedback and help resolve issues or conflicts • Motivate team members and recognise areas requiring additional support • Plan and organise team-building activities • Deliver regular reporting and updates to the Customer Success Manager on team performance, metrics, and areas requiring attention • Meet agreed KPIs and work toward Company OKRs • Maintain effective team performance and customer service standards • Ensure customer enquiries and support channels are actioned in a timely manner

🎯 Requisitos

• 2–3 years of experience as a Team Leader or in a similar role • Proven experience managing and supporting customer service teams • Knowledge and experience working with performance metrics and KPIs, including CSAT and metrics associated with managing a chat team • Experience in team training, coaching, and identifying development needs • Proven customer support experience • Strong customer engagement skills, with the ability to communicate with customers in a courteous and professional manner • Familiarity with CRM systems and practices • Fluent in English, both written and verbal • Excellent communication and presentation skills • Strong critical thinking and problem-solving skills • Strong time-management, organisational, and multitasking skills, with the ability to prioritise effectively and work under pressure • Sense of ownership and pride in your performance and its impact on the company’s success • Ability to work collaboratively as a team player • Strong interpersonal and communication skills • Customer Service • Customer Support Team Management • CSAT and Customer Service Metrics • Guiding, Monitoring and Leading Teams • Training and Coaching • Product Knowledge • Quality Focus • Market Knowledge • Customer Listening and Engagement • Conflict Resolution • Problem Solving • Multitasking and Prioritisation • Patience and Positive Attitude • Attention to Detail • People Orientation • Organisational Skills • Adaptability • Ability to Work Under Pressure • Computer Skills