Customer Support lead

People Management:

• Take ownership of customers’ issues and follow problems through to resolution.
• Create strategies focused towards resolving customer issues and enhancing their experience.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer support actions and discussions.
• Analyse statistics and compile accurate reports.
• Mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment.
• Onboard and train newly joined agents.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities

Day to day tasks:

• Respond to customer queries in a timely and accurate way via phone.
• Update our ticketing system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share development requests/suggestions with concerned teams.
• Follow up with customers to ensure their issues are resolved.

• At least two years of experience in leading teams.
• Very Good English proficiency, both verbal and written.
• Bachelor’s Degree in any related discipline
• Excellent interpersonal and communication skills.
• A good understanding of acquisition, retention, monetization & customer service
• Experience in management, operations, and leadership
• Adept at building relationships throughout the organization.
• Excellent communication and presentation skills