Team Lead Customer Support

hace 2 semanas


San José, Costa Rica Scalelab Inc A tiempo completo

**Team Lead Customer Support**
- All work is in English exclusively.
**Fluent English **is a requirement.
- Fully remote work

We are looking for a person who starts a systematization of the current remote Customer Support team from scratch.
Starting with the assessment, strategic development plan, virtual office adjustments, settings in the call center software, participation in recruitment of agents, onboarding/training processes as well as scheduling and quality control.
You'll be a go-to resource for Customer Support management for your knowledge of support processes and customer concerns.
**=== Responsibilities**
- Fulfill full circle management for the subordinate Team
- Understand the structure of the entire Customers Service, highlight bad/good sides, summarize the analysis in a document
- Work with the Customer Service Team on increasing politenes, source of the lead, sales and upsell
- Training and onboarding new Customer Support Team members
- Produce effective shift schedules for the subordinate team
- Leading performance reviews for team members
- Creating intervention and improvement plans for team members
- Suggesting new procedures to improve customer service
- Motivating customer service team to meet goals
- Ensure clear communication to the team across time zones and shifts
- Setting the call center and other CRMs for the Customer Support Team
- Act as the line manager and resolve the escalated customer issues

**=== Requirements**
- Fluent English, ability to work in a remote mode
- Strong leader and management skills
- 5+ years of work experience in customer service; team lead or supervisor experience preferred
- Technical savvy, ability to start a new team and set up the virtual office
- Demonstrated ability to manage ambiguity and problem solve quickly and effectively
- Self-motivated with a bias for action
- Enjoy working collaboratively in a team environment and are skilled at multitasking and prioritization
- Ability to work under pressure and with mínimal supervision.
**=== Conditions of employment**
- Full time Contract
- Monthly USD payments to banking account
- Remote work

Pay: ¢700,000.00 - ¢1,100,000.00 per month

**Experience**:

- management Customer Service: 3 years (required)

**Language**:

- fluent English (required)



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