Customer Success Operations Team Leader (External Contract)

Job Description

• Lead and supervise a team of customer service representatives, providing guidance, coaching, and support to enhance their performance.
• Monitor team members' performance, productivity, and adherence to established service standards.
• Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and development.
• Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions.
• Collaborate with the customer service manager to develop and implement service strategies, policies, and procedures.
• Coordinate and lead team meetings to communicate updates, share best practices, and address any challenges.
• Foster a positive team culture by promoting teamwork, motivation, and recognition of achievements.
• Ensure proper handling and recording of customer interactions in the CRM system.
• Analyze customer service metrics and key performance indicators (KPIs) to identify areas for improvement and implement action plans.
• Stay up-to-date with industry trends and best practices in customer service to enhance the team's performance.
• Liaise with other departments to resolve complex customer issues and improve overall service efficiency.
• Collaborate with recruitment and HR teams in the hiring and onboarding process for new team members.
• Conduct regular training sessions to enhance the team's product knowledge, communication skills, and service techniques.