Customer Support Team Lead
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Lacias is an actively growing international company based in Panama. We provide comprehensive solutions for market research and business support. With a commitment to help businesses thrive in today s rapidly evolving market, Lacias offers a broad spectrum of services tailored to meet any specific business needs.
Role in a nutshell:
Due to the growing demand within our operational activity, we are currently looking for an experienced Customer Support Team Lead to join, on a full-time basis, our Panama Team.
Responsibilities:
Team Management
- Leadership
- Managing and leading a team of 20+ employees, ensuring a positive and collaborative environment.
- Training and development of team members
- Escalated complaint handling
- Performance monitoring
- Monitor and assess Team Performance and provide constructive feedback to employees. Finding problematic areas and creating/implementing plans for improvement.
Customer Support Operations management
- Workflow Management: Ensure smooth operation of customer support workflows, including ticket management, live chat and email responses
- Quality Assurance: Cooperate with the QA team to maintain QA processes to uphold the highest standards of the team's customer service.
Delivery of Objectives Key Results targets on a Monthly and Quarterly basis
- Monthly Key Performance Indicators: Working towards monthly targets focusing on improving the team's main performance indicators such as Customer Satisfaction levels, Customer Chat Wait Time, # of answered e-mails and chats.
- Quarterly OKRs: Ensuring and assisting the CS Department is on track to achieving Quarterly Targets dependent on CS Team Performance. Provide a plan, suggest, and execute solutions to complete different CS-related targets.
Internal and External Communication:
- Communicate internally in the CS team and externally with different departments within the company to report, address, and resolve any matters;
- Communicate with customers when required.
Problem Solution
- Identify issues within the team and/or within the brand by analyzing data and processing customer feedback. Escalate/follow up with management and relevant departments to implement/find solutions.Reporting and analyzing data
Utilize available data to identify trends, changes, and root causes. Report the data and findings directly to the Head of Support on a daily basis.
Qualifications:
- Experience managing a team of CS agents handling chats and e-mails
- Experience in CS agents' Quality Assurance process
- Knowledge and experience in CS processes and flows in chats
- Strong troubleshooting skills
- Advanced English communication skills
- Leadership skills
- Training skills
- Multitasking ability
- Time Management
- Data analysis
Why Lacias?
- Learning and development opportunities and interesting, challenging tasks
- Competitive compensation package with a rewarding bonus program
- Opportunity to develop language skills
- Team buildings activities, corporate events
- Experience working in a vibrant, international organization
- Special gifts to celebrate your birthday
- Opportunities for career development and professional advancement
- Spacious, sunlit office space with a PlayZone
- Gifts to celebrate weddings and the arrival of newborns
- Complimentary office perks including, fruits, and snacks
Your application will be thoroughly evaluated by our team, and if we decide to proceed, one of our recruiters will reach out to you to discuss the next steps in the process.