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Customer Experience Team Lead – Service
| Company | Tecovas |
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| Location | Austin, TX, USA |
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| Salary | $24 – $26 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 2-3 years of management experience in a fast-paced, high-growth organization
- Understanding of the latest Customer Service technologies and systems
- Bonus: Candidates bilingual in both English and Spanish are highly encouraged to apply!
Responsibilities
- Lead and inspire a team of CSRs to deliver outstanding service across multiple channels, including phone, email, live chat, and SMS.
- Act as a resource and mentor, offering guidance and support to team members to ensure optimal performance.
- Ensure that the team consistently exceeds customer expectations by providing above-and-beyond service.
- Proactively assist during high-volume periods to maintain service levels and customer satisfaction.
- Monitor daily interactions between CSRs and customers to ensure quality and adherence to standards.
- Serve as the point of contact for handling escalated or sensitive customer issues, demonstrating strong problem-solving skills.
- Conduct regular performance reviews and provide constructive feedback to CSRs to enhance their skills and performance.
- Facilitate regular (weekly) check-ins and team huddles to gather feedback and ideas for improving service delivery and operational efficiency.
- Utilize insights from customer interactions to inform business decisions across various departments.
- Support ongoing quality improvement efforts through coaching sessions and quality assurance evaluations.
- Collaborate with the Training Manager to stay updated on new product releases and system updates, and facilitate training sessions for team members as needed.
- Contribute to special projects aimed at enhancing the overall customer service experience, such as Voice of the Customer initiatives, product feedback collection, and process optimization.
- Assist in the development and implementation of standard operating procedures (SOPs) to ensure consistency and efficiency in customer service operations.
Preferred Qualifications
- Bonus: Candidates bilingual in both English and Spanish are highly encouraged to apply!
