Customer Service Lead - (HR31048DM)

Job Title: Customer Service Lead
Location: Remote (EST Time zone)
Salary Range: up to 2300 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company

Our client is a company specializing in tax return and bookkeeping services, offering tailored solutions to help clients grow their businesses. The company values exceptional customer support, efficiency, and innovation.

Position Overview:

As the Customer Service Lead, you will be the primary point of contact for clients and accounting professionals, providing prompt and precise responses to inquiries regarding tax return and bookkeeping services. You will oversee the daily operations of the Customer Service team, aligning tasks with business goals, and ensuring exceptional support for clients during high-pressure periods, such as tax season.

This role requires a highly organized, detail-oriented, and solutions-driven leader who can excel under pressure, manage a team, and maintain exceptional client relationships.

Key Responsibilities:

Team Leadership and Operations:

• Oversee daily operations of the Customer Service team, ensuring alignment with business objectives.
• Manage and develop a small team (1-2 people), providing guidance and fostering growth.
• Monitor team performance and implement improvements to enhance efficiency.

Client Support:

• Act as the primary point of contact for client inquiries, delivering accurate and timely responses.
• Address client issues with strong problem-solving skills to identify and resolve root causes.
• Provide support and ensure seamless client interactions, even during peak periods like tax season.

Tools and Technology:

• Utilize customer service tools such as Zendesk, Podio, Salesforce, and Box to manage client interactions effectively.
• Maintain accurate and organized records within these platforms.

Communication and Reporting:

• Communicate effectively with clients, the team, and stakeholders via email, calls, and platforms.
• Prepare reports on team performance, customer satisfaction, and operational metrics.

Skills & Qualifications:

Required:

• 3-5 years of customer service experience.
• 1-2 years of experience in a leadership role.
• Proficiency with tools like Zendesk, Podio, Salesforce, and Box.
• Exceptional organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to thrive in high-pressure environments, such as tax season.

Nice-to-Haves:

• Experience in tax, bookkeeping, or accounting-related industries.
• Proven ability to manage and develop a small team.
• Familiarity with addressing root causes of client issues effectively.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.