Customer Support Team Lead

Support M8 is a leading customer support partner for D2C brands. We are dedicated to providing exceptional customer service solutions to our clients in the rapidly evolving eCommerce industry. We pride ourselves on delivering top-notch customer support, helping our clients grow their businesses, and ensuring their customers have a seamless digital experience. As a Customer Service Representative Team Leader at Support M8, you will assume a leadership role within our customer service team. You will be responsible for guiding, coaching, and supervising a group of customer service representatives to ensure that they deliver outstanding customer support in alignment with our client's goals and expectations. Key Responsibilities: Provide leadership and mentorship to a team of customer service representatives. Monitor and evaluate team performance to ensure adherence to quality and productivity standards. Conduct regular one-on-one coaching sessions and performance reviews. Assist in the recruitment and onboarding of new team members. Collaborate with management to develop and implement training programs. Handle escalated customer issues and complex inquiries. Serve as a point of contact between the team and management. Ensure team members are well-versed in product knowledge, company policies, and procedures. Analyze team performance data and provide feedback for continuous improvement. Foster a positive and motivating work environment to encourage team success. Maintain a strong understanding of our helpdesk software and CRM systems. Requirements: Minimum of 4 years of demonstrated customer service experience, with a proven track record of excellence. Fluent in English with exceptional verbal and written communication skills. Proficiency in using helpdesk software. Previous experience in a leadership or supervisory role is required. Strong problem-solving skills and the ability to make decisions under pressure. Excellent interpersonal and coaching skills. Ability to work effectively in a fast-paced, team-oriented environment. Detail-oriented with excellent organizational skills. Availability to work flexible hours, including evenings and weekends, as needed. Interested? Drop us your CV and brief motivation at ****** #J-18808-Ljbffr