Note: The job is a remote job and is open to candidates in USA. Promenade Group is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. They are seeking a dynamic and experienced Customer Service Team Lead to oversee a team of offshore representatives, ensuring exceptional support and fostering strong relationships within the team.
Responsibilities
- Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service
- Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
- Monitor team performance, set goals, and provide regular feedback and coaching
- Identify opportunities to streamline processes and improve efficiency within the team
- Work closely with other departments to ensure seamless communication and collaboration
- Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently
- Helping customers and partners use our Promenade products to change the way local businesses connect with their community
Skills
- Dynamic and experienced Customer Service Team Lead
- Ability to oversee a team of 8 offshore representatives
- Passionate, empathetic, driven, and loves solving complex problems
- Outgoing, detail-oriented, works efficiently under pressure
- Incredible knack for remaining calm and positive in all situations
- Lead and motivate a team of 8 offshore customer support representatives
- Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
- Monitor team performance, set goals, and provide regular feedback and coaching
- Identify opportunities to streamline processes and improve efficiency within the team
- Work closely with other departments to ensure seamless communication and collaboration
- Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently
- Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
- Excellent communicator, both in writing and over the phone
- Friendly, optimistic, and have a caring demeanor
- Adept at working well under pressure and with tight deadlines
- Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat
Benefits
- Equity/Stock options in a profitable and rapidly growing company
- Great Medical/Dental/Vision coverage
- Transportation coverage in the form of parking, rideshare, or metro credit
- Fully stocked snack bar & weekly catered lunches
- The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
- Ability to mold your career and make an immediate impact
- Work in a fast-paced, fun environment with an eclectic group of people from all over the world
Company Overview