Customer Service Team Leader

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Team Leadership & Supervision: Provide effective leadership and supervision to a team of representatives. • Performance & Alignment: Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives. • Coaching & Professional Development: Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment. • Conflict & Performance Resolution: Address employee concerns, conflicts, and performance issues in a timely and effective manner. • SLA & KPI Tracking: Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs). • Data Analysis & Workflows: Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency. • Cross-Functional Collaboration: Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows. • Quality Assurance: Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction. • Industry Best Practices: Stay updated with industry best practices and trends to drive process improvements and innovation within the team. • Training & Development: Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members. • Resource Management: Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles. • Best Practice Sharing: Collaborate with other team leads and managers to share best practices and implement consistent processes. • Escalation Management: Serve as a point of contact for escalations and handle customer inquiries or complaints as needed. • Operational Reporting: Provide reports on team performance as required and regularly communicate with clients as needed. • Cultural Alignment: Contribute to team meetings, participate in organizational initiatives to drive positive change, and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.

🎯 Requirements

• Leadership Experience: Minimum of 1 year of experience in a leadership or supervisory role, preferably in a call center environment. • Domain Expertise: At least 3 years of experience in a role equivalent to the representatives the role will support. • Client Relations: Previous client-facing experience is highly preferred. • Communication Skills: Strong communication skills, both verbal and written. • Domain Knowledge: Strong knowledge and understanding of customer service and technical support principles and practices. • Problem-Solving Skills: Strong problem-solving, decision-making, and excellent interpersonal skills to interact with team members and stakeholders at all levels. • Technical & Tool Proficiency: Proficiency in using customer service software and tools such as a CRM, alongside general computer and software application literacy. • System Setup (BYOD): Must comply with the BYOD (Bring Your Own Device) IT equipment requirements.

🏖️ Benefits

• Competitive Compensation • Adherence to government-mandated benefits. • Retirement Savings Program with Company Matching. • Life Insurance. • HMO starting on Day 1. • Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service. • Paid time off + birthday leave. • Opportunities for skills training and professional development.