Team Leader, Customer Service (Internal Hire)

As the Team Leader for Customer Service, your role is multi-faceted. You'll assist the Assistant Manager in overseeing the customer service reps (phone, chat, and email) and serve as the primary point of contact for product-related queries and procedural issues.

Key Responsibilities:

• Assist the Assistant Manager in leading and managing a group of customer service reps. You're the primary go-to for any product-related questions and for clarifying processes and procedures.
• Provide consistent and individualized coaching for focused agents based on their performance metrics and peer feedback.
• Lead a team of new hires Equip them with skills and evaluate them before they reach actual Production
• Actively monitor team dynamics and customer interactions to identify potential issues proactively. Take the initiative to solve these before they escalate.
• Ensure team members feel heard and are encouraged to share their concerns and feedback.
• Get Others Involved: Build strong relationships with departments like Product, Workforce Management, and Quality Assurance and Training to effectively address and resolve team-related issues.
• Deep Dives and Projects: Ensure all reporting is accurate and completed in a timely manner, whether it's for your team or for higher-ups.

Qualifications

• At least a year in the LS customer service team
• No active Attendance Sanctions
• The applicant should be Meeting or exceeding the KPI goals for 3 months

Requirements

What You Should Have:

• Ability to work well with a diverse team
• Excellent verbal and written communication skills
• Solid problem-solving abilities

Nice to have, but not required:

• Prior experience in team management or leadership roles
• Coaching Experience
• Familiarity of Google Workspace Tools
• Familiarity with Zendesk or similar ticketing systems