What are the responsibilities and job description for the Customer Service Team Lead position at Mixam?
Position Overview: The Customer Service Team Lead at Mixam is responsible for overseeing the daily operations of the customer service team. This role involves ensuring high levels of customer satisfaction, managing team performance, and handling escalations. The Team Lead will mentor and support team members, facilitate training, act as an escalation route for orders and customers, and ensure that the team meets its performance goals.
Key Responsibilities:
- Lead, mentor, and support a team of Customer Service representatives.
- Monitor team performance and provide feedback and coaching regarding metrics through regular 121 meetings with direct reports
- Ensure that customer service inquiries are handled promptly and effectively.
- Oversee scheduling, ensuring adequate coverage for customer support.
- Identify areas for improvement and implement necessary changes.
- Handle escalated customer inquiries and complaints, providing timely resolutions.
- Ensure customer satisfaction by maintaining high-quality service standards.
- Develop and implement customer service strategies to improve overall customer experience.
- Stay updated with industry trends and best practices, and share knowledge with the team.
- Support the team with regular training and provide additions to the central training materials and resources.
- Act as a liaison between the customer service team and other departments and work closely and collaboratively with other Customer Service teams
- Communicate company policies, procedures, and updates to the team.
- Participate in meetings and contribute to strategic planning.
- Education and Experience:
- Extensive experience in customer service, with experience in a supervisory role preferred, or demonstrable experience in mentoring, training or supporting colleagues in showing readiness to move into a supervisory role.
- Proven track record of managing and developing a high-performing customer service team.
- Resolution management for customers and clients to an exemplary standard.
- Skills and Abilities:
- Excellent leadership and team management skills.
- Strong problem-solving and conflict resolution abilities.
- Outstanding communication and interpersonal skills.
- Proficiency in customer service software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
20 days PTO(raising with tenure), 5 days paid sick leave, 401k contributions, Medical/Dental/Vision/Life insurance options and contributions, hybrid working. Office snacks, apple equipment.