Job Description
We are looking for a Senior Customer Service Lead to join our elite support team. If you thrive in a fast-paced, high-volume environment and possess a natural talent for turning frustrated customers into brand advocates, we want to hear from you.
In this pivotal role, you will not only be the face of our brand but also the strategic mind behind our service operations. You will lead a dedicated team of support professionals, ensuring that every interaction is a testament to our commitment to excellence. We offer a competitive salary, a comprehensive benefits package, and a culture that values empathy, integrity, and innovation.
Why Join Us?
- Competitive salary and bonus structure.
- Hybrid working model with flexible hours.
- Comprehensive training and career progression opportunities.
- State-of-the-art office in the heart of London.
Responsibilities
- Lead, mentor, and manage a team of 10+ customer service representatives to ensure high performance and morale.
- Handle high-priority and escalated customer complaints with diplomacy and efficiency to ensure first-contact resolution.
- Analyze support metrics, including CSAT scores and Average Handle Time (AHT), to identify trends and implement process improvements.
- Collaborate with the product and sales teams to provide feedback on customer pain points and product usability.
- Develop and update Standard Operating Procedures (SOPs) to maintain consistency across all support channels.
- Conduct regular performance reviews and one-on-one coaching sessions with team members.
- Oversee the onboarding and training of new hires to ensure a seamless integration into the team.
Qualifications
- Proven experience in a customer service leadership role (minimum 3-5 years).
- Strong conflict resolution and negotiation skills with a focus on de-escalation.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Ability to work flexible shifts, including evenings and weekends, as required by business volume.
- Strong analytical mindset with the ability to interpret data and drive operational change.
- Relevant Customer Service or Leadership certification is a plus.