Team Leader – Customer Support

🔥 12 minutes ago

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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

• Provide effective leadership, daily supervision, and operational guidance to a team of representatives • Set clear performance expectations and align team goals with organizational and client objectives • Coach, mentor, and motivate team members to enhance their skills, performance, and professional development • Monitor team performance for adherence to SLAs and KPIs • Analyze operational metrics and implement productivity-improvement strategies • Address employee concerns, resolve team conflicts, and handle performance issues • Serve as an escalation point for complex customer inquiries, complaints, and operational challenges • Collaborate with cross-functional teams to streamline workflows • Communicate regularly with clients as needed • Identify training needs and coordinate learning sessions • Ensure team members have necessary tools and resources • Provide accurate team-performance reports and contribute to organizational growth initiatives • Adhere to company policies and maintain a positive, empathetic, and professional attitude

🎯 Requirements

• Minimum of three (3) years of experience in a customer service or technical support role equivalent to the representatives supported • Minimum of one (1) year of experience in a leadership or supervisory role, preferably in a call center or BPO environment • Strong knowledge of customer service and technical support principles and practices • Proficiency in customer service software and tools, including CRM systems and standard computer applications • Excellent verbal and written English communication skills • Strong problem-solving, decision-making, and analytical skills • Outstanding interpersonal skills with ability to lead, motivate, and inspire a team to achieve performance targets • Results-oriented mindset focused on operational excellence and continuous improvement • Previous client-facing experience in outsourced services or a BPO environment is a nice-to-have • Hands-on experience leading technical support workflows and handling client escalations is a nice-to-have

🏖️ Benefits

• Competitive compensation package • Retirement Savings Program with Company Matching • Life insurance coverage • HMO coverage starting on Day 1 • Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service • Paid time off plus birthday leave • Opportunities for skills training and personal and professional development