As the Customer Service Team Lead, you will oversee the daily operations of the customer service team, ensuring high-quality service delivery and customer satisfaction. You will be responsible for managing and training customer service specialists, implementing best practices, and continuously improving our support processes. This role requires strong leadership skills, a customer-focused mindset, and the ability to analyze performance metrics.
Key Responsibilities
Customer Service:
Lead, motivate, and develop the customer service team, fostering a positive and productive work environment.
Monitor team performance and customer interactions to ensure adherence to service standards and quality assurance metrics.
Handle tough customers and complaints, provide effective resolutions, transparent overview, and maintain customer satisfaction.
Process Improvements:
Occasionally assist inquiries via phone and email, maintaining professionalism and empathy in every interaction.
Develop and implement customer service policies, procedures, and best practices to enhance operational efficiency.
Analyze customer cases, support metrics, and service trends to identify areas for improvement and implement actionable solutions.
Internal Processes:
Collaborate with other departments, such as product support and sales, to address customer needs.
Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions.
Conduct regular training sessions and workshops to enhance the skills and knowledge of customer service specialists.
Prepare and present reports on team performance, customer feedback, and service improvements.
Requirements
Education & Experience:
Proven experience in a customer service management role, preferably in a technology or sports industry.
A bachelor's degree in a relevant field such as Administration, Communication, or Management is preferred. Alternatively, candidates with at least four years of experience in a related field will also be considered.
Skills & Competencies:
Strong leadership and team management skills, with a track record of developing high-performing teams.
Proficiency in both Spanish and English, as the role involves supporting customers in both languages.
Familiarity with sports technology, particularly golf, baseball, or similar fields.
Ability to analyze data and metrics to drive performance improvements and operational efficiency.
Excellent communication skills, both verbal and written, with a friendly, customer-centric attitude.
Technical Proficiency:
Proficiency in ticketing software such as Zendesk.
Proficiency with the Windows OS and general knowledge of computer systems; the additional understanding of networking systems is a plus
General knowledge of technologies, for example: TVs, Projectors, Monitors, Laptops, and Mobile Devices.
Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information.
