Lead Customer Experience Specialist
1 week ago
The Team Lead Customer Support will oversee the day-to-day operations of the customer support team, ensuring that our customers receive exceptional service. This role involves supervising, coaching, and mentoring team members, handling escalated customer issues, and collaborating with other departments to improve the overall customer experience.
Key Responsibilities:- Lead and develop a team of customer support representatives.
- Monitor team performance and provide regular feedback.
- Conduct performance reviews and implement improvement plans as needed.
- Foster a positive and productive team environment.
- Oversee daily customer support activities to ensure timely and effective resolution of customer inquiries and issues.
- Handle complex and escalated customer issues, providing solutions and ensuring customer satisfaction.
- Ensure adherence to customer support policies and procedures.
- Develop and deliver training programs for new and existing team members.
- Keep the team updated on product changes, new features, and company policies.
- Promote continuous learning and professional development within the team.
- Monitor and evaluate customer interactions to ensure high-quality service.
- Implement and maintain quality assurance processes.
- Identify areas for improvement and implement corrective actions.
- Prepare and present regular reports on team performance, customer feedback, and service metrics.
- Analyze data to identify trends and areas for improvement.
- Provide actionable insights and recommendations to senior management.
- Work closely with other departments (e.g., Sales, Product Development, Marketing) to address customer needs and feedback.
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