Customer Support Team Lead for Cozy Meal | Remote Worldwide – US Hours
About the Role:
We are looking for a full-time Customer Support Team Lead with strong experience in leading customer support associates. This is an important role within our operations team with many opportunities.
Responsibilities Include:
- Lead and manage a team of remote customer support associates
- Give all necessary direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
- Set KPIs for the customer support team and track KPIs and provide feedback to team members whenever necessary
- Monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed
- Identify system and workflow improvements to enhance team’s efficiency
- Understand Cozymeal’s services and provide solutions to customer and chef inquiries relating to our products in a timely manner
- Provide support to customers and respond to inquiries through multiple channels including phone, chat and email, in line with company standards for communication
- Assist our community of chefs with any questions or requests pertaining to our platform, upcoming experiences, tools and communication
Requirements Include:
- Minimum of 4 years of experience in leading a customer support team
- Ability to perform data driven analysis in Excel with minimal guidance
- Proficient in setting and maintaining KPIs
- Professional with excellent verbal and written communication skills
- Positive attitude and a willingness to learn and grow in the position
- Ability to be resourceful and responsive
- Ability to work efficiently and distraction free in a home office environment
- Proficient in Google Suite and Excel
- Experience working with a CRM
- Detail oriented
Hours: 8 hours and at least 6 hours within the 8 am to 6 pm time window (any time zone in the US)
What We Offer:
- Work anywhere in the world (we are 100% remote team)
- Competitive pay
- Great work environment with a strong and friendly team of co-workers
Location:Worldwide. This is a fully remote role and qualified candidates from anywhere in the world can apply for this role.
