Description:
As a Customer Experience Team Lead, you will be responsible for managing a team of Customer Support Specialists, ensuring exceptional service delivery and customer satisfaction. You will play a pivotal role in tracking key performance indicators (KPIs), implementing process improvements, and handling customer escalations. Additionally, you will collaborate closely with Customer Success Managers (CSMs) and execute projects aimed at enhancing support processes and optimising ticket management.
Key Responsibilities
- Lead and mentor a team of Customer Support Specialists, providing guidance and support to ensure high-quality service delivery.
- Track and analyse KPIs to monitor team performance and identify areas for improvement.
- Implement and optimise support processes to enhance efficiency and effectiveness.
- Handle customer escalations promptly and professionally, resolving issues to the satisfaction of all parties involved.
- Collaborate with CSMs to ensure a seamless customer experience and alignment between support and success initiatives.
- Execute projects aimed at improving support processes, reducing ticket resolution time, and enhancing overall customer satisfaction.
- Manage the queue of tickets, prioritising tasks and allocating resources effectively to meet service level agreements (SLAs).
- Conduct regular performance evaluations, provide feedback, and identify opportunities for professional development within the team.
- Stay updated on industry trends and best practices in customer support to continuously improve team performance and service delivery.
Requirements
- Proven experience in a customer support or customer service role, with at least 3 years of experience in a leadership or supervisory position.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals and targets.
- Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders.
- Solid understanding of key customer support metrics and KPIs, with the ability to analyze data and drive performance improvements.
- Experience with SaaS platforms and technical troubleshooting, with a demonstrated ability to diagnose and resolve customer issues effectively.
- Experience with customer support software and tools (e.g., Zendesk, Asana) preferred.
- Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
- Ability to thrive in a fast-paced environment and adapt quickly to changing priorities and business needs.