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Customer Support Team Lead
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Lacias is an actively growing international company based in Panama. We provide comprehensive solutions for market research and business support. With a commitment to help businesses thrive in today s rapidly evolving market, Lacias offers a broad spectrum of services tailored to meet any specific business needs.
Role in a nutshell:
Due to the growing demand within our operational activity, we are currently looking for an experienced Customer Support Team Lead to join, on a full-time basis, our Panama Team.
Responsibilities:
Team Management
- Leadership
- Managing and leading a team of 20+ employees, ensuring a positive and collaborative environment.
- Training and development of team members
- Escalated complaint handling
- Performance monitoring
- Monitor and assess Team Performance and provide constructive feedback to employees. Finding problematic areas and creating/implementing plans for improvement.
Customer Support Operations management
- Workflow Management: Ensure smooth operation of customer support workflows, including ticket management, live chat and email responses
- Quality Assurance: Cooperate with the QA team to maintain QA processes to uphold the highest standards of the team's customer service.
Delivery of Objectives Key Results targets on a Monthly and Quarterly basis
- Monthly Key Performance Indicators: Working towards monthly targets focusing on improving the team's main performance indicators such as Customer Satisfaction levels, Customer Chat Wait Time, # of answered e-mails and chats.
- Quarterly OKRs: Ensuring and assisting the CS Department is on track to achieving Quarterly Targets dependent on CS Team Performance. Provide a plan, suggest, and execute solutions to complete different CS-related targets.
Internal and External Communication:
- Communicate internally in the CS team and externally with different departments within the company to report, address, and resolve any matters;
- Communicate with customers when required.
Problem Solution
- Identify issues within the team and/or within the brand by analyzing data and processing customer feedback. Escalate/follow up with management and relevant departments to implement/find solutions.Reporting and analyzing data
Utilize available data to identify trends, changes, and root causes. Report the data and findings directly to the Head of Support on a daily basis.
Qualifications:
- Experience managing a team of CS agents handling chats and e-mails
- Experience in CS agents' Quality Assurance process
- Knowledge and experience in CS processes and flows in chats
- Strong troubleshooting skills
- Advanced English communication skills
- Leadership skills
- Training skills
- Multitasking ability
- Time Management
- Data analysis
Why Lacias?
- Learning and development opportunities and interesting, challenging tasks
- Competitive compensation package with a rewarding bonus program
- Opportunity to develop language skills
- Team buildings activities, corporate events
- Experience working in a vibrant, international organization
- Special gifts to celebrate your birthday
- Opportunities for career development and professional advancement
- Spacious, sunlit office space with a PlayZone
- Gifts to celebrate weddings and the arrival of newborns
- Complimentary office perks including, fruits, and snacks