Remote JobsRemote CompanyBlog
Sign In
Sign Up
Back to all jobs

Customer Support Team Leader(Global)

Remote
Customer Service

About the Role:

First and foremost, you are an excellent coach. Your task is to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say "This isn't good, and here's why"), keep the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and can become a product expert to serve as an excellent coaching source for your agents.

Day-to-Day Responsibilities:

  • Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
  • Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
  • Occasionally handling angry customer escalations
  • Ensure schedule adherence by agents and desired productivity levels
  • Maintaining coaching logs and providing regular written feedback to agents
  • Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9
  • Listen to team members’ feedback and resolve any challenges or conflicts
  • Initiate consequence management steps in the case of low-performing team members
  • Delegate tasks to high potential team members to build a culture of learning and development in the team
  • Suggest and lead team building activities for team motivation

Profile Must Haves:

  • +2 years of coaching experience - you've been directly responsible for helping others improve their performance
  • +2 years of customer service experience - you have been in a customer-facing position 

System Requirements

  • Minimum 15Mbps wired internet connection
  • Minimum i5 processor or equivalent
  • Minimum 12GB Ram
  • Quiet working environment
  • Steady power and internet connection

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be able to overlap with EST/PST time zones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week.

 Apply this job
Please mention that you found this job on remotewlb.com. Thanks & good luck!
 Apply
 Save
Share to :

Clipboard Health

New Job Alert

COMING SOON~
Follow us on
Give a ⭐ on
Similar Jobs
Find more remote jobs
Do you love using our product?

Share a testimonial/suggestion.We'd love to hear about it!

Click to submit✍️
logo of sitemark

Copyright © RemoteWLB 2024

RemoteWLB badge
Remote Dev JobsRemote Support JobsRemote Design JobsRemote Sales JobsRemote Product JobsRemote Business JobsRemote Data JobsRemote Devops JobsRemote Finance JobsRemote Legal JobsRemote HR JobsRemote QA JobsRemote Write JobsRemote Edu JobsRemote Market JobsRemote Management JobsRemote Others Jobs