Offer summary
Qualifications:
2-3 years of experience leading a CS team, Experience as a customer support agent, Understanding of customer satisfaction and retention, Comfortable with metrics and data tools, Proactive and comfortable making decisions.
Key responsabilities:
- Lead and grow a customer support team from 6 to 15 members
- Ensure high-quality client service and experience
- Be the point of contact for escalations and complex cases
- Define processes and build workflows in Zendesk/Intercom
- Handle complaints and disputes effectively