About Poppy Mobility:
We're a pioneering urban transportation company dedicated to making a difference through our innovative, eco-friendly solutions. Our shared vehicle fleet offers customers unparalleled flexibility and convenience.
Job Overview:
We're seeking an experienced Team Lead – Customer Support to oversee a team of around 15 customer service agents. The ideal candidate will drive team performance, ensure exceptional customer service, and promote a culture of collaboration.
Key Responsibilities:
* Lead a team of 15 customer service agents, focusing on high performance, motivation, and tracking key performance indicators (KPIs) across live chat, email, and voice support channels.
* Provide expert support for complex inquiries and escalated issues, maintaining exceptional customer service standards.
* Monitor team performance in real-time, guaranteeing consistent meeting of service level agreements (SLAs) across all communication channels.
* Develop and implement training programs, providing ongoing feedback and coaching to help team members achieve their full potential.
* Enhance processes, workflows, and customer service techniques to boost overall team efficiency and customer satisfaction.
* Foster a collaborative atmosphere, promoting effective communication between agents, management, and other departments.
* Regularly conduct one-on-one meetings, offering actionable insights and setting goals to foster continuous team growth.
* Ensure the team aligns with the company's customer service standards and values.
* Stay updated on product developments, changes, and challenges, and share relevant information with the team to guarantee they are prepared to deliver top-notch customer support.
Requirements:
* Previous experience as a team leader or supervisor is a plus, but we welcome ambitious candidates eager to take on a leadership role.
* Strong communication skills (verbal and written) in English.
* Ability to manage pressure and prioritize tasks efficiently.
* A customer-focused approach with a passion for problem-solving and enhancing the customer experience.
* Experience managing live chat, email, and voice support channels is beneficial.
* Analytical skills to evaluate customer service metrics and identify areas for improvement.
* Background in the mobility or tech sector is a plus.
* Familiarity with customer service tools and CRM platforms.
Benefits:
* Competitive salary and comprehensive benefits package.
* Opportunities for career growth and development.
* Dynamic, collaborative, and fast-paced work environment.
* Chance to contribute to a company that values sustainability, technology, and exceptional customer service.