Customer Support Team Leader at Keyword.com

Posted on: 03/30/2021

Location: (REMOTE)

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We are a multi-portfolio SaaS company looking for a responsible and fast-paced team leader to support our chat agents and help the team grow by managing the current process and systems. Some of our properties include: keyword.com, [ottomatik.io](https://ottomatik.io/), [growthrobotics.com](https://growthrobotics.com/) Key Responsibilities: - Provide timely and constructive solutions and advice to customers and makes them feel they are fully understood. - Exhibit flexibility and creativity in solving problems presented by customers, while remaining within the SOP guidelines. - Share resources and information readily and makes sure customers feel that you are on their side. - Address inquiries as quickly as possible and give explanations in case of delays. - Put extra effort into following up with customers to ensure they are fully satisfied. - Prioritize workload effectively based on the needs of customers. - Probe for information when necessary. - Handle escalations for technical issues and billing negotiations - Log all bugs and feature requests in the tracking system. - Performs additional tasks, such as monitoring recordings of users’ interactions with the site. - Update the help center and internal documentation with new articles. - Improve current KPIs and identify solutions for common customer problems - Full ownership of the support help center documentation Required Qualifications: - Organizational Skills - Experience in working in the customer service industry as a Team Leader or Manager - Past experience in working with Project management platforms, Zendesk, Slack, and Intercom - Critical thinker, able to exercise sound judgment. - Ability to generate reports, identify team opportunities and create plans for improvement - Past experience in managing and coaching CSRs, creating an acceptable glide path - Generate reports, charts, and analysis for KPIs at the executive level - Past basic sales experience with negotiating with custom pricing for customers Target KPIs: - Mean First Response Time - CSR Conversation Ratings - Number of escalations per month - Product Bug Reports - Weekly CSR Performance Review