Customer Service Team Lead

Customer Service Team Lead

FLSA Status: Non-Exempt

Annual Salary: $65,000 to $75,000 USD

Work Location: Hybrid, Chicago, IL

Who we are

Mixam is a technology start-up with a leading printing platform that makes customizable products for a global audience. We make print easy, accessible, and affordable with competitive pricing, exceptional materials and professional customer service. Our printing solutions combine expert knowledge with the latest technology to give individuals and businesses unparalleled online shopping experiences.

People are at the center of everything we do. Fueled by idea-sharing and collaboration, our diverse and inclusive team leverages every member's strengths and skills to ensure they can grow in a thriving, dynamic environment. Your work will directly contribute to the success of our business and ultimately help customers realize their ideas as tangible, lasting creations.

What we need 

Mixam is looking for enthusiastic individuals that want to give a reliable, engaging and excellent support experience to our customers. Our Customer Service Team Leads do more than just talk to customers, they provide solutions to their print needs and engage in every aspect of the customer’s experience. 

Things you’ll be responsible for:

• Collaborate with cross-functional teams, including customer support, technical support, product development, and management, to facilitate problem-solving, gather additional resources or expertise, and ensure a coordinated response to customer escalations.
• Ensure that all customer interactions meet high standards of professionalism and quality. Monitor customer service metrics such as response time, resolution rate, and customer satisfaction scores, implementing improvements as needed.
• Act as the primary point of contact for escalated customer complaints, or issues that require special attention beyond the capabilities of frontline customer service representatives.
• Oversee the order processing workflow, ensuring orders are accurately entered into the system, production timelines are communicated effectively, and deadlines are met. Coordinate with other departments such as production, shipping, and sales to ensure seamless order fulfillment.
• Conduct thorough investigations into escalated cases to understand the root cause of the problem, gather relevant information, and assess the severity and urgency of the situation.
• Lead a team of customer service representatives, providing guidance, support, and training as needed.
• Conduct regular training sessions for customer service team members to enhance their product knowledge, customer service skills, and problem-solving abilities.
• Analyze customer service data to identify trends, patterns, and areas for improvement. Prepare regular reports for management summarizing key performance metrics and insights.
• Identify opportunities to streamline and improve customer service processes, including implementing new tools or technologies to enhance efficiency and customer experience.

Your Skills and Abilities

• At least three (3) years experience in a similar role within the print or customer service realm
• Ability to lead and act with integrity
• Communicate effectively via chat, phone, and email and have a sense of urgency
• Manage multiple stakeholders and multiple communication channels
• Maintaining a calm and professional demeanor
• Ability to de-escalate conflicts verbally and in writing
• Ability to train and develop others

Nice to have but not required

• Experience working within the print industry
• Experience working with Global Teams 
• Experience training and developing training for customer service or graphic design teams

Your future team

Manager

Luma Banushi - Customer Service Manager

Colleagues

Stephen M: I am the US Customer Success Lead and I oversee the US customer support team by fielding their questions, requests, scheduling and anything else they need. My favorite thing about working for Mixam are the people I have grown to know.  There are some wonderful people I have worked with over the past couple years. Outside of work you can find me spending time with the people I love, and playing disc golf at the local course.  I compete in tournaments on the weekends.

Evelyn R: I work in the Customer Service Team at Mixam US. My favorite thing about working at Mixam is how everyone is willing to help you with any stumbles you may encounter and work as a team to resolve problems. There are also many resources