Customer Support Management Specialist

hace 4 días


San José, San José, Costa Rica Scalelab Inc A tiempo completo

About Us

Scalelab Inc is a remote-first company that values innovation and customer satisfaction. We are seeking an experienced Customer Support Management Specialist to lead our Customer Support team from the ground up.

Job Description

We are looking for a highly skilled and motivated individual to take charge of our Customer Support team. As a Customer Support Management Specialist, you will be responsible for assessing the current team structure, developing a strategic plan, and implementing virtual office settings. You will also participate in recruitment, onboarding, and training processes, as well as scheduling and quality control.

Responsibilities

- Lead the subordinate Customer Support team and provide full-circle management.

- Analyze the structure of the entire Customer Service department, highlighting both positive and negative aspects, and summarize the findings in a document.

- Work with the Customer Service team to improve politeness, source of leads, sales, and upselling.

- Train and onboard new Customer Support team members.

- Create effective shift schedules for the subordinate team.

- Conduct performance reviews for team members.

- Develop intervention and improvement plans for team members.

- Suggest new procedures to enhance customer service.

- Motivate the customer service team to meet goals.

- Ensure clear communication across time zones and shifts.

Requirements

- Fluent English and ability to work remotely.

- Strong leadership and management skills.

- At least 5 years of experience in customer service, preferably as a team lead or supervisor.

- Technical expertise to set up a new team and virtual office.

- Ability to manage ambiguity and solve problems quickly and effectively.

- Self-motivated with a bias for action.

- Excellent collaboration and multitasking skills.

Benefits

- Full-time contract.

- Monthly USD payments to a banking account.

- Remote work opportunities.



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