Customer Support Lead

Workstream is seeking a Customer Support Lead to manage a team of 8-13 Customer Support Specialists. The successful candidate will be responsible for employee development, focusing on competency and skill building, and incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.

Responsibilities:

• Lead a team of Customer Support Specialists who support customers through phone, chat, and email
• Focus on employee development, competency, and skill building
• Incorporate a business continuity plan to support knowledge transfer and drive high employee performance and engagement
• Coach and provide actionable feedback to team members to promote career development and exceed support standards, measures, and goals
• Escalate trends and urgent issues with strong proposals to fix
• Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success
• Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics
• Participate in functional Management discussions to enable consistent calibration on processes, best practices, and change management

Requirements:

• At least 4 years of professional experience in the BPO, shared services, or similar industry, 2 years of which have been spent on a leadership capacity/level
• Experience in managing voice and non-voice accounts handling SMS, chat, and email interactions
• Previous experience in handling a team with sales and customer service focus metrics: CSAT, Sales, AHT, Quality
• Highly organized with a problem-solving & data-driven mindset
• Exceptional written, verbal, and presentation skills
• Ability to become a product expert and advocate for the Workstream platform
• Ability to quantify, analyze, and share findings related to project impact
• A willingness to experiment rapidly, make mistakes, and learn