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Customer Service Global Support Team Leader
2 months ago
Job Summary: We are seeking a highly skilled and experienced Customer Service Global Support Team Leader to join our team at Afterpay. As a key member of our Customer Service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service and support.
Key Responsibilities:
- Service Delivery: Responsible for the delivery of key customer service processes, including social media servicing channels and payment investigations service contacts.
- Incident Management: Identify and resolve internal technical incidents impacting customers and service delivery, partnering with global customer service leaders and the wider operations community to build and implement remediation plans.
- Team Leadership: Lead the global support team, participating in daily, weekly, and monthly operating rhythms to drive customer service performance, including daily huddles, team meetings, and weekly, fortnightly, and monthly process performance reviews.
- Coaching and Development: Coach, performance manage, and support the development of direct reports, working in consultation with partner team leaders/managers to ensure partner team members' performance meets expectations.
- Reporting and Analysis: Prepare weekly/monthly operations reports and lead partner performance reviews as needed.
Requirements:
- Team Leadership Experience: Proven experience in team leadership in a contact center environment.
- Results-Focused: Self-starter with a positive forward-thinking attitude, results-focused, and a real performance driver.
- Coaching Experience: As a 'hands-on' coach, prepared to roll up sleeves and support the team, with coaching experience crucial to this role.
- Team Environment Experience: Proven experience working in a team environment, preferably remote teams in multiple locations, including outsource partners.
- Interpersonal and Communication Skills: Excellent interpersonal and communication skills.
- Customer Service Experience: Experience in front-line customer service, understanding the importance and balance of speed, quality, and cost in managing service.
