Customer Support Team Leader

Mô tả Công việc

Job summary

We are looking for an individual with a strong background in customer service within E-commerce / Dropshipping / POD / DTC industry. As our Leader of Customer Support team, you will supervise and support the team for customer service issues and ensure orders are processed efficiently and accurately to deliver excellent experiences for our customers.

Essential Roles and Responsibilities

• Leadership: Manage and support all CS team members to answer customers inquiries & problems on our CRM system (Gorgias).

• Performance Evaluation: Evaluate the performance of the CS team members using metrics in our CRM system (Gorgias) such as CSAT, First Response time, Resolution time.

• Team Development: Provide training and support for CS team members to improve their performance and professional growth.

• Supplier Coordination: Interface with suppliers to resolve any issues related to orders, ensuring smooth and effective communication to address and rectify problems.

• Customer Experience: Ensure a consistent, high-quality customer experience across all channels.

• Performance Metrics Management: Improving and maintaining a Trustpilot score at 4.5, CSAT score at 4.9, One touch ticket rate of 70%, first response time to customer inquiries to under 45 minutes (Email), 5 minutes (Social Media).

Yêu Cầu Công Việc

Skills and Qualifications

• Experience: More than 2 years of experience as a leader of Customer Support team, preferably in the E-commerce Industry, Dropshipping or POD or DTC.

• Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.

• Night Shift Capability: Willingness and ability to work night shifts as required.

• CRM Proficiency: Familiarity with CRM systems such as: Zendesk, HelpDesk,Gorgias,...

• Customer Experience Expertise: Deep understanding of customer experience principles.

• Soft Skills: Attention to detail, proactive, and strong analytical and problem-solving abilities, with the ability to use data to inform decisions and drive changes.

• Technical Skills: Intermediate proficiency in Excel and MS Office applications.

• Effective communication and collaboration skills with team members and cross-functional teams.

Additional Requirements

• Proactive learning behavior: We request all people to learn daily (only learn things that can support your work immediately) and share it with others.

• A positive, “can do” attitude.

• Understand our core values: 100%, Winning Mentality, and Teamwork. You can check it out here: patigroup.com. If you think this is something you have, give us proof.