Job Description

We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!

Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives.
• Provide exceptional customer support across various channels (chat, social media, email, phone).
• Handle escalated customer issues and resolve complex problems.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Develop and deliver training programs for new hires and existing team members.
• Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).
• Collaborate with other departments to ensure seamless customer experiences.
• Stay up-to-date on industry best practices and emerging customer service technologies.

Required Skills/Abilities:

• Proven ability to lead and develop high-performing teams.
• Excellent (near-native) written and verbal communication skills in English.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.
• Advanced proficiency in Microsoft Excel/Google Sheets.
• Experience managing multiple communication channels (chat, social media, email, phone).
• Sales or e-commerce experience and understanding of sales metrics is a plus.
• Ability to identify and address potential team and employee risks proactively.
• Strong interpersonal skills and ability to build positive relationships with employees and partners.
• Excellent work ethic and a passion for developing others.

Education and Experience:

• 3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.
• Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.