Santo Domingo, Dominican Republic
A customer service team lead supports a company’s customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Team Leads help deliver outstanding customer support and develop customer relationships.
For the team lead role we need you to have at least 3 years experience in a supervisor or account management role. At least 3 years experience in managing customer care, call center, and/or back office operations is preferred.
We need someone who has hands-on experience with process improvement and project management, advanced English, intermediate to advanced knowledge of Excel, Gorgias or other support software, and experience managing multiple channels including chat and social media. We also need someone with experience in other CRM, customer service technologies and cloud-hosted telephony.
While a team lead’s daily responsibilities vary between businesses, they have several consistent core duties:
- Coordinate Customer Service Team
The primary responsibility of a team lead is managing a team of customer service associates. Team lead answers team members’ questions and provides advice in complex or unique situations.
- Provide Direct Customer Support
A team lead responds directly to customers who need assistance. They may handle tickets from customers to provide quick resolution of issues and questions or may provide assistance to a team member. Customer service team leads tend to provide more direct customer support during the department’s busiest times, but also assist customers throughout their shift.
- Review and Resolve Escalations
If a team member is unable to resolve a customer’s question or complaint, they are expected to escalate the situation to the team lead. The team lead then identifies a solution to the customer’s inquiry or directs them to another department that can provide assistance. They can also determine when inquiries need to be escalated directly to the client. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied. They are also responsible for managing the client Slack workspace and responding to the client.
- Evaluate Team Members
Many customer service team leads conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, using a QA form and then meeting directly with the team member 1:1 to discuss their performance. A customer service team lead may also make recommendations to HR departments if an employee is consistently not meeting expectations.
- Support Process Improvement
Customer service team leads improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. They may gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.
- Train New Hires
Many customer service team leads train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls. Additionally, customer service team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.
What You Bring to the Table:
- Excellent (near-native) written English is a requirement for this job
- 3+ years as a Supervisor, Team Lead, or equivalent
- Amazing customer support, phone support experience preferred
- Tech-savvy and Advanced proficiency on G-Suite/MS-Office
- Sales or Ecommerce experience and understanding of sales metrics and drivers
- Great eye for detecting team, employee risk before it becomes an issue
- Track record of building positive relationships with employees and partners
- Strong work ethic and a talent for bringing out the best in others
- Passionate about sharing knowledge and helping others
Based in New York City, with teams in the Dominican Republic, Horatio is a leading provider of white-glove customer experience and omni-channel support outsourcing services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.