Customer Support Team Lead

Job Description

Cityfurnish is a leading provider of furniture and appliance rental solutions, offering hassle-free and affordable options for customers to furnish their homes and offices. With a focus on exceptional customer service and innovative rental experiences, we aim to simplify the way people live and work.

Key Responsibilities:

1. Supervise a team of customer support agents, providing guidance, coaching, and support to ensure individual and team success.
2. Set clear performance expectations and goals for the team, regularly monitoring performance metrics such as response times, resolution rates, and customer satisfaction scores.
3. Develop and implement strategies to optimize team efficiency and productivity, including resource allocation, workflow management, and process improvements.
4. Foster a positive and collaborative team culture focused on delivering exceptional customer service and support.
5. Handle escalated customer inquiries and issues, demonstrating effective problem-solving skills and a commitment to resolving customer concerns in a timely and satisfactory manner.
6. Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth.
7. Collaborate with cross-functional teams, including training, quality assurance, and product development, to address customer needs and improve the overall customer experience.
8. Stay informed about industry trends, best practices, and emerging technologies in customer support to continuously enhance team performance and capabilities.

Qualifications:

1. Bachelor's degree in Business Administration, Marketing, or related field preferred.
2. Proven experience in a customer support or related role, with at least 2 years of experience in a supervisory or leadership position.
3. Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
4. Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and team members.
5. Analytical mindset with the ability to interpret data and metrics to drive decision-making and performance improvements.
6. Demonstrated ability to handle challenging situations with tact, professionalism, and empathy.
7. Proficiency in Microsoft Office Suite and customer support software platforms.
8. Flexibility to work in a fast-paced and dynamic environment, with a strong commitment to delivering high-quality service to customers.

Join us at Cityfurnish and be part of a dynamic team dedicated to revolutionizing the rental experience.

Apply now to take the next step in your career! https://forms.gle/BN8AkasKV5ZLQvPJ7