Customer Support Team Leader

BrandEncode

The ideal candidate is result oriented, organized, and a leader by nature who can manage and coach a team in a multicultural environment. We believe at BrandEncode that customers are partners and we always apply a customer focus strategy.

Responsibilities

• Lead, inspire, and coach a team of Customer Support Agents 4 employees, coach them and provide all tactics and best practices needed.
• Conduct monthly performance appraisals to review technical team performance.
• Develop team members through monthly coaching, the provision of on-target feedback, counseling, and recognition.
• Manage team and departmental Reward and Recognition Programs.
• Responsible for new team members hiring and onboarding.
• Monitor, drive, and track the performance of the Customer Support scope (resolution time, customer satisfaction, NPS, etc).
• Ensure customer support business continuity (scheduling, planning, shifts, etc).
• Support the team in operational topics (ticketing, technical questions, etc).
• Organize and facilitate Team Meetings and provide feedback to the Customer Support Manager.
• Improve the model: processes, tools, indicators, training, knowledge, etc

Qualifications

• Bachelor s degree or equivalent experience in Business
• 5+ years of customer support management experience
• Excellent written and verbal communication skills