Customer Support Lead (Remote, Night Shift)

This is a remote position.

This Customer Support Lead is responsible for managing the day-to-day operations of the customer support team, ensuring a high level of service and satisfaction for customers. This role involves overseeing team performance, handling escalated issues, and implementing strategies to improve customer support processes. The ideal candidate will have strong leadership skills, excellent English communication abilities, and a customer-centric mindset.

KEY RESPONSIBILITIES

1. Team Leadership & Development:
   

   • Lead, mentor, and coach a team of customer support representatives.
     
   • Provide ongoing training and development to improve team performance.
     
   • Monitor individual and team KPIs, providing feedback and guidance for improvement.
     
     

2. Customer Support Operations:
   

   • Oversee daily support operations, ensuring timely and accurate responses to customer inquiries.
     
   • Handle escalated customer issues and resolve them effectively.
     
   • Maintain and update customer service protocols and ensure compliance with company policies.
     
     

3. Process Improvement:
   

   • Analyze customer support metrics to identify trends and areas for improvement.
     
   • Collaborate with other departments to streamline processes and enhance the overall customer experience.
     
   • Propose and implement new tools or systems to improve efficiency and service quality.
     
     

4. Customer Experience Management:
   

   • Ensure that all customer interactions reflect the company’s values and commitment to quality service.
     
   • Gather and report on customer feedback, suggesting improvements to products or services.
     
   • Manage customer service tickets and ensure SLAs (Service Level Agreements) are met.
     
     

5. Collaboration & Reporting:
   

   • Work closely with other departments (e.g., Sales, Product Development) to resolve customer issues and improve service delivery.
     
   • Prepare and present reports on team performance, customer satisfaction, and other relevant metrics to upper management.
     

Requirements

• Bachelor’s degree in Business, Communications, or a related field.
  
• Proven experience in a leadership role within customer support or service operations.
  
• Direct to Consumer experience
  
• Excellent communication and interpersonal skills.
  
• Strong problem-solving abilities and attention to detail.
  
• Experience with customer support software is a plus.
  
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities.
  
• Willing to work as an Independent Contractor
  
• With ready internet connection and equipment
  
• Willing to work night shift
  
  

Preferred Skills:

• Conflict resolution and escalation management.
  
• Experience in data analysis and performance reporting.
  
• Familiarity with CRM systems and other support-related tools.