Customer Service Team Lead - Remote
Description:
We are in search of a highly skilled and motivated Customer Service Team Lead.
This role is pivotal to the success of our company, serving as the primary management contact for our Customer Service Representatives and the initial point for client escalations.
It requires advanced problem-solving and critical thinking abilities beyond those of typical customer service positions.
The ideal candidate will possess exceptional attention to detail, patience, and multitasking capabilities.
As a Team Lead, you will be accountable for the success of your team and the overall Service department.
Our Team Leads wear many hats, seamlessly transitioning between roles as a coach, cheerleader, confidant, and manager.
If you are an adept problem solver who thrives in a challenging and dynamic environment, we would love to hear from you.
Requirements:
Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success.
Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations.
Goal-oriented and driven, with the ability to execute tasks efficiently.
A strategic thinker who seeks long-term improvements in customer service processes.
Willingness to challenge the status quo and implement positive change through new processes and programs.
Capable of having tough conversations, turning difficult discussions into opportunities for improvement.
Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy.
Excellent communication skills, both verbal and written.
Proactive problem solver with outstanding critical thinking skills.
Ability to learn quickly and adapt to changing environments.
Willingness to seek answers and ask questions when needed.
Ability to work proactively both individually and in a team environment.
Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences.
Listens carefully and thoughtfully, working collaboratively to assist others in need.
Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations.
A self-directed learner with a commitment to continuous improvement.
Proficiency and fluency in speaking, understanding, reading, and writing English.
Must be able to type 50+ words per minute.
Benefits:
Generous paid Holiday schedule with a paid Winter Holiday Shutdown week.
Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
Robust Insurance Plan including: Medical with $0 co-pay, Telehealth plan, Dental, Vision, Health Savings Account (HSA) with generous employer contributions, Flexible Spending Accounts (FSA), Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage, Company-paid Short & Long Term Disability coverage, Company-paid Employee Assistance Program (EAP).
Matching 401(k) with immediate full vesting.
Employee Events Committee that plans fun in-person and virtual events.
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit.
Internet & Gym Reimbursement!
Work computer equipment is provided to help you succeed :)
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