Customer Service Team Lead

About the role

Promenade (formerly BloomNation) is seeking a Customer Service Team Lead to oversee a team of 8 offshore representatives, handling escalated support, performance management, coaching, and process improvement.

Requirements

• Experienced with customer service (retail or service industry a plus) or customer support, including phone, email, and/or chat
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
• Excellent communicator, both in writing and over the phone
• Adept at working well under pressure and with tight deadlines

What you'll do

• Lead and motivate a team of 8 offshore customer support representatives
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
• Monitor team performance, set goals, and provide regular feedback and coaching
• Identify opportunities to streamline processes and improve efficiency
• Work closely with other departments to ensure seamless communication
• Analyze customer issues and implement effective solutions

Where this was posted

• LinkedIn

  last seen 2mo ago
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