Customer Support Team Lead (Zenni)

Customer Support Team Lead COE Manila, Philippines

Description

Customer Support Team Leads have a critical role on Zenni's award-winning Customer Support team. This role supports Zenni's global customers 24/7/365, managing a team of Support

Advocates who are using voice, chat, email, SMS and social channels to engage with customers.

The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service while providing exemplary coaching and management for their respective teams. This role represents Zenni's customer-obsessed culture.

Requirements

Manage Support Advocate teams of 10-12 members

This leader will be accountable for their team achieving set service and quality expectations, while developing team members

Leverage multiple data points, trending information, and behavioral patterns to establish and execute coaching strategies

Lead recurring and impromptu meetings, huddles, and 1-on-1s, to communicate critical business updates and drive team member productivity

Monitor and control team members' productivity and workload of multi-channel volume

Support and handle customer and systems escalations as needed

Work closely with other teams including Technology, Product and Site teams to ensure customer feedback is heard, and provide ideas for improvements

Demonstrate unparalleled product knowledge and offer exceptional style advice for customers

Identify operational deficiencies and suggest plans for improvement

What skills do you need?

You have excellent verbal and written communication skills

You have a customer-first mindset with an empathic approach to problem-solving

You are adaptable to a changing or rotating schedule depending on the company's needs

You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed

You are professional, personable and someone who is willing to adapt to change

You have a creative mind to create memorable customer service experiences

You go above and beyond to provide outstanding white glove customer service

Management experience with 8 or more direct reports

Ability to manage a high volume or information/data

A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment