In this role, you will be responsible for managing team leaders and overseeing various operational aspects of our customer service department including working with outsource
You will:
-Lead, mentor, and develop a department of 2 team leads, experts and about 30 Customer Support Specialists to excellent performance
-Define, monitor, and act on key support metrics to drive continuous improvement and ensure our -support team remains one of our most cherished brand assets.
-Deeply understand customer needs and advocate for them, identifying opportunities to enhance satisfaction, retention, and growth.
-Be a hands-on leader, guiding the team through complex customer scenarios and fostering a solutions-oriented culture.
-5+ years of experience managing call center operations, with at least 2 team leads and an operation then more than 30 agents.
-Experience in managing a complex customer experience operation that includes In-house / Outsourced service providers.
-A proven track record of leveraging tools, data, and processes to scale operations while maintaining outstanding customer experiences.
-A deep understanding of customer behavior, expectations, and satisfaction drivers, paired with a -passion for service and continuous improvement.
-Demonstrated success in leading KPI-driven teams, driving customer satisfaction, retention, and upselling opportunities.
-Strong problem-solving skills and the ability to translate customer feedback into actionable product improvements.
