Position Summary:
We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!
Responsibilities:- Lead, mentor, and motivate a team of customer service representatives.
- Provide exceptional customer support across various channels (chat, social media, email, phone).
- Handle escalated customer issues and resolve complex problems.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Develop and deliver training programs for new hires and existing team members.
- Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).
- Collaborate with other departments to ensure seamless customer experiences.
- Stay up-to-date on industry best practices and emerging customer service technologies.
- Proven ability to lead and develop high-performing teams.
- Excellent (near-native) written and verbal communication skills in English.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.
- Advanced proficiency in Microsoft Excel/Google Sheets.
- Experience managing multiple communication channels (chat, social media, email, phone).
- Sales or e-commerce experience and understanding of sales metrics is a plus.
- Ability to identify and address potential team and employee risks proactively.
- Strong interpersonal skills and ability to build positive relationships with employees and partners.
- Excellent work ethic and a passion for developing others.
- 3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.
- Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.
Skills Required
- 3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment
- Near-native written and verbal communication skills in English
- Ability to lead and develop high-performing teams
- Strong understanding of customer service principles and best practices
- Proficiency in CRM software, customer support platforms, and cloud-hosted telephony systems
- Advanced proficiency in Microsoft Excel or Google Sheets
- Experience managing chat, social media, email, and phone communication channels
- Ability to identify and address potential team and employee risks proactively
- Strong interpersonal skills and ability to build positive relationships with employees and partners
- Excellent work ethic and passion for developing others
- Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or a relevant field
- Sales or e-commerce experience and understanding of sales metrics
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
