Experienced Customer Service Team Lead – Seasonal Digital Family Platform

Are you a seasoned customer service professional with a passion for delivering exceptional experiences to families worldwide? Do you have a proven track record of leading high-performing teams and driving customer satisfaction? We're seeking an experienced Customer Service Team Lead to join our dynamic team and help us shape the future of our digital family platform.

About Our Company

Our company is a leading provider of innovative digital solutions for families, with a mission to create a safer, more enjoyable, and more connected world for millions of users worldwide. Our platform is designed to provide a seamless and engaging experience for families, and we're committed to delivering exceptional customer service to support our users every step of the way.

Job Summary

As our Customer Service Team Lead, you'll be responsible for leading a remote team of customer service representatives and driving customer satisfaction through exceptional service delivery. You'll develop and implement customer service policies and procedures, monitor and analyze customer service metrics, and collaborate with other departments to improve the customer experience. If you're a motivated and experienced customer service professional with a passion for leading high-performing teams, we want to hear from you!

Responsibilities

As our Customer Service Team Lead, you'll be responsible for:

• Leading a remote team of customer service representatives: You'll be responsible for managing a team of customer service representatives, providing guidance and support to ensure they deliver exceptional customer service.
• Developing and implementing customer service policies and procedures: You'll work with our customer service team to develop and implement policies and procedures that ensure high customer satisfaction and meet our company's standards.
• Monitoring and analyzing customer service metrics: You'll track and analyze customer service metrics to identify areas for improvement and develop strategies to address them.
• Training and coaching the customer service team: You'll provide training and coaching to the customer service team to improve their skills and performance.
• Handling escalated customer service issues: You'll handle escalated customer service issues and ensure they're resolved in a timely and effective manner.
• Collaborating with other departments: You'll work with other departments, such as product and marketing, to improve the customer experience and drive business growth.
• Maintaining up-to-date knowledge of the company's products and services: You'll stay up-to-date on our company's products and services to provide accurate and helpful information to customers.

Requirements

To be successful in this role, you'll need:

• A college degree in a relevant field: A degree in a field such as business, communications, or customer service is preferred.
• 2-5 years of experience in customer service: You'll need experience leading a customer service team and developing and implementing customer service policies and procedures.
• Fluency in English: You'll need to be fluent in English, with proficiency in French, Spanish, or Italian a plus.
• Experience with Zendesk and digital family apps: Experience with Zendesk and digital family apps is a plus, but not required.
• Excellent communication and interpersonal skills: You'll need to be able to communicate effectively with customers, team members, and other stakeholders.
• Strong leadership and management skills: You'll need to be able to lead and manage a team of customer service representatives.
• Ability to work independently and manage multiple tasks simultaneously: You'll need to be able to work independently and manage multiple tasks simultaneously.

Conditions

This is a seasonal role, with the following conditions:

• Start date: As soon as possible
• End date: January 31st, 2025, with the possibility of renewal
• Hours per week:

+ From February 1 to June 30: up to 20 hours per week (based on ticket volume) + From July 1 to August 31: up to 30 hours per week + From September 1 to January 30: up to 40 hours per week, with a chance for overtime hours and in some cases nights and weekends (based on ticket volumes and team needs)

• Must be available from Dec 21st to Dec 25th: You'll need to be available to work during this period, as we don't have any holidays planned.
• Location: Remote, with a requirement to be close to Montreal's Canada time zone
• Internet speed: You'll need to have great internet speed, which will be tested during the recruitment process.

What We Offer

As our Customer Service Team Lead, you'll have the opportunity to:

• Work with a dynamic and innovative company: You'll be part of a company that's shaping the future of digital family solutions.
• Lead a high-performing team: You'll have the opportunity to lead a team of customer service representatives and drive customer satisfaction.
• Develop your skills and knowledge: You'll have access to training and development opportunities to help you grow in your role.
• Enjoy a flexible work arrangement: You'll have the flexibility to work remotely and manage your own schedule.

How to Apply

If you're a motivated and experienced customer service professional with a passion for leading high-performing teams, we want to hear from you! Please apply through our website, and we'll be in touch to discuss your application. Apply for this job