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Customer Support Team Lead
hace 2 meses
At EQS Group, we're seeking a seasoned Customer Support Team Lead to join our dynamic team. As a key player in our customer support services, you'll be responsible for leading and guiding our support team, ensuring the quality and efficiency of our services, and creating a collaborative and supportive team environment.
Key Responsibilities:- Lead and guide the customer support team, fostering a collaborative and supportive team environment.
- Monitor and uphold the quality and efficiency of our customer support services, implementing best practices and continuous improvement initiatives.
- Develop and implement training programs for the support team, keeping them updated on product knowledge and customer service skills.
- Collaborate with other departments to understand customer needs, work closely with cross-functional teams to address customer concerns, and facilitate communication and coordination between support and other departments.
- Manage and resolve escalated customer issues in a proactive manner, acting as a point of contact for complex problems and implementing preventive measures to enhance overall customer satisfaction.
- Generate performance reports, analyze key support metrics, identify areas for improvement, and implement strategies for enhancement.
- Education or degree in a relevant field.
- Minimum 3 years of experience in a customer support leadership role, preferably in a SaaS B2B field.
We're looking for a talented individual who is passionate about customer service and leadership, with a proven track record of success in a similar role. If you're a motivated and results-driven professional who is eager to take on new challenges, we'd love to hear from you.
