Customer Service Team Leader

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🔥 21 minutes ago

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Yomali

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

🤝 B2B

🛍️ eCommerce

☁️ SaaS

B2B • eCommerce • SaaS

Yomali is a global group of technology companies, developing software products & services designed to help great companies sell more online. With over 21 years of experience, Yomali has propelled some of the biggest online brands to new heights in profitability and customer satisfaction. As a fully distributed company, Yomali values a culture of positivity and innovation, employing 520 professionals across 16 countries. Their focus is on using technology to solve client problems and foster sustainable business growth.

📋 Description

• Lead, coach, and develop a team of Customer Service Representatives • Conduct regular coaching sessions, performance reviews, and development planning • Manage customer escalations and ensure timely issue resolution • Partner with Subject Matter Experts to improve processes and knowledge sharing • Identify workflow improvements to increase operational efficiency • Support onboarding and development of new team members through shadowing and live ticket coaching • Foster a positive, accountable, and high-performing team culture • Complete onboarding and learn BuyGoods’ products, processes, and customer support workflows • Build relationships with the team and key stakeholders • Participate in daily operations • Improve team productivity and service quality through regular coaching • Maintain service level expectations • Drive measurable improvements in operational KPIs and customer experience • Develop future team leaders and strengthen team capability

🎯 Requirements

• Minimum of 2 years’ experience as a Customer Service Team Leader • Experience leading 10 or more direct reports • Strong background in customer service operations • Proven coaching and performance management experience • Excellent communication, leadership, and problem-solving skills • Experience handling customer escalations and performance metrics • Telecommunications customer service experience preferred • Amazon or high-volume customer support experience preferred • Experience managing email support or ticket-based support teams preferred • Knowledge of sales environments beneficial but not required

🏖️ Benefits

• Fully remote work environment • Opportunity to make a direct impact on a growing global business • High level of ownership and autonomy • Collaborative leadership team that values new ideas • Clear opportunities to grow your leadership career • Performance-driven culture that recognizes results • Competitive compensation • Monthly KPI performance incentives • Additional employee perks and recognition programs • Career growth opportunities within a rapidly expanding organization • Ongoing leadership development and coaching opportunities