The Role We’re looking for a great Customer Service Team Leader to join our growing care team. You have to be very proactive in this role with the ability to solve problems on the spot and think outside the box. You will...Provide Direct Customer Support through various channelsInvestigate and resolve customer complaints and queries – particularly those of an escalated natureProvide feedback to the rest of the Customer Care team to ensure that all issues are resolved quicklyContinuously monitor the metrics of the team, and craft tailored development plans for each memberTrain New Hires, and provide refresher training sessions for existing employees frequently.Oversee day to day performance and workflow, ensuring SLAs and targets are met.Create a healthy environment where team members are engaged and energizedConduct coaching sessions and 1:1s in an organized manner.Monitor chats/calls/tickets either live and saved and provide feedbackSupport Process Improvement and contribute to process optimizationSupport team members by answering questions and providing knowledge or solutions.Ensure team members knowledge is up to dateMonitor adherence and conformance to shifts and schedules.Cater to any business tasks and stakeholders.

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