Customer Success Team Lead
hace 2 semanas
At Exoticca, we're revolutionizing the travel industry with our pioneering online travel agency. We're seeking an experienced Customer Success Team Lead to manage a team of Customer Success Agents, delivering a differentiating level of customer service and creating life milestones for our customers.
Key Responsibilities:
- Manage a team of multilingual Customer Success Agents handling inbound queries from customers across multiple markets.
- Hit and exceed productivity, adherence, and quality KPIs, monitoring daily performance to achieve call handling rate, email closing rate, and other KPIs.
- Provide coaching and guidance to agents and serve as the primary escalation point.
- Prepare reports that measure team performance and propose processes, procedures, and/or product improvements.
What You'll Need:
- Minimum 2 years of contact center customer service experience.
- Ability to work in a dynamic, multicultural team with rotating schedules and flexibility to work public holidays.
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