High-Performing Team Lead
1 week ago
About the Role
">As Customer Support Manager, you will lead a high-performing team to deliver exceptional customer experiences. This role involves championing our customer-first approach, managing day-to-day operations, and driving efficiency.
Your Responsibilities
">- Manage the day-to-day operations of your team to drive customer satisfaction while balancing business needs and employee wellbeing.
- Optimise productivity and train, hire, and develop individuals within the team.
- Drive high-performance support through role modelling, regular communication, feedback, and recognition.
- Create effective customer support procedures, policies, and standards.
- Empower team members to take ownership of customer experiences and meet company goals in a timely fashion.
- Be the point of contact for escalations, providing assistance and direct correspondence within customer support tickets and phone calls.
- Report monthly to Founders and key stakeholders on performance, efficiency, and efficacy based on key metrics, data, and customer feedback.
- Maintain attention to detail in all work.
- Engage proactively in learning for mutual benefit.
Requirements
">- Previous experience in eCommerce, Retail, Call Centre, FMCG, or high growth environments is preferred.
- Great people leadership skills with a desire to coach and inspire your team.
- Strong customer-facing internal and external communication skills.
- Passion for delivering outstanding customer service experiences and service levels.
- Strong retail, financial, and business acumen when problem-solving.
- Excellent time management skills with the ability to work independently, prioritise, and meet deadlines.
- Extremely organised and data-driven, naturally inquisitive about insights informing decisions.
- Experience in performance management is highly regarded.
Benefits
">- Participate in a B Corp Company.
- A chance to grow with a rapidly expanding start-up.
- Support for courses, conferences, or training that aid mutual growth.
- An autonomous work environment.
- Flexible work arrangements.
- All necessary resources.
- Free anniversary gift and generous friend/family discounts.
- Monthly team events.
- A diverse culture and lovely colleagues.
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