客户服务团队负责人 | 永久职位 - 全职
Customer Service Team Leader | Permanent - Full Time
📍 远程工作 – 招聘对象为菲律宾候选人
⏱️ 全职 | 正式编制
💻 自备设备
📅 关于职位
作为客户体验团队主管，您将带领并发展一支客户服务代理团队，提供符合客户品牌价值和以客户为中心理念的卓越支持体验。您将负责推动团队绩效，保持高标准的质量，指导和培养您的团队，并确保所有客户互动中的运营卓越。与相关方紧密合作，您将在打造高绩效、协作的团队中发挥关键作用，持续提供出色的服务，并为客户持续增长做出贡献。
💬 您的工作内容
- 带领和支持客户服务代理团队提供卓越的客户服务
- 监督邮件箱，确保高生产力、遵守SLA并有效管理工单负载
- 确保团队使用正确的邮件箱视图并有效优先处理工作
- 监控每日运营计划并确保临时任务按要求完成
- 通过内部沟通渠道提供实时支持，必要时上报问题
- 通过满足并超越CSAT、响应时间、工单处理和解决目标来提升客户满意度
- 指导团队在客户保留技巧、订阅管理和提供价值导向对话方面的能力
- 定期进行1对1会议、绩效评估和辅导，以提升团队能力
- 完成质量保证审查，提供可操作的反馈并参与校准会议以保持一致性
- 编制周度绩效报告，并利用数据识别改进机会
- 监控客户趋势、重复性问题和运营风险，上报发现并建议流程改进
- 作为日常运营问题的第一联系人，帮助团队克服障碍
- 在需要时支持新成员的入职和培训
🎯 您具备的条件
- 对提供卓越客户体验充满热情
- 优秀的沟通能力，包括书面和口头表达
- 以保持高质量标准和注重细节而著称
- 在快节奏环境中冷静且有条理
- 分析能力强，积极主动并聚焦解决方案
- 高度协作，具有积极、乐于助人的态度
- 有责任感
查看英文原文
📍 Remote – Open to candidates in the Philippines
⏱️ Full-Time | Permanent
💻 Use Your Own Device
📅 About the Role
As a Customer Experience Team Lead, you will lead and develop a team of Customer Service Agents to deliver an exceptional support experience that reflects the client's brand values and customer-first approach. You will be responsible for driving team performance, maintaining high-quality standards, coaching and developing your team, and ensuring operational excellence across all customer interactions. Working closely with stakeholders, you will play a key role in developing a high-performing, collaborative team that consistently delivers outstanding service and contributes to the client's continued growth.
💬What You’ll Do
- Leading and supporting a team of Customer Service Agents to deliver exceptional customer service
- Overseeing the inbox to ensure high productivity, SLA adherence, and efficient workload management
- Ensuring the team is working in the correct inbox views and prioritising work effectively
- Monitoring daily operational plans and ensuring ad-hoc tasks are completed as required
- Providing real-time support through internal communication channels, escalating issues where appropriate
- Driving customer satisfaction by meeting and exceeding CSAT, response time, ticket handling and resolution targets
- Coaching your team on customer retention techniques, subscription management and delivering value-driven conversations
- Conducting regular 1-2-1s, performance reviews and coaching sessions to develop team capability
- Completing quality assurance reviews, providing actionable feedback and participating in calibration sessions to maintain consistency
- Producing weekly performance reports and using data to identify opportunities for improvement
- Monitoring customer trends, recurring issues and operational risks, escalating findings and recommending process improvements
- Acting as the first point of contact for day-to-day operational issues and helping the team overcome blockers
- Supporting onboarding and training of new team members where required
🎯What You Bring
- Passionate about delivering exceptional customer experiences
- An excellent communicator, both written and verbal
- Known for maintaining high quality standards and attention to detail
- Calm and organised in a fast-paced environment
- Analytical, proactive and solutions-focused
- Highly collaborative with a positive, can-do attitude
- Accountable, reliable and comfortable making decisions
- Adaptable and excited by working in a growing startup environment
- Experience leading, mentoring or coaching team members
- A proven track record of working in a high-volume customer support environment.
- Strong understanding of customer satisfaction metrics and operational KPIs
- Experience with subscription-based products and customer retention strategies is desirable
- Flexibility to work weekends and public holidays as part of a rotating schedule
- Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous
🚀 Interested? Apply now to be part of our candidate pool! We look forward to connecting with you.
Originally posted on Himalayas