Remote Customer Service Team Lead

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Job Description

Job Summary:

We are looking for a highly motivated and experienced Customer Service Team Lead to join our team and drive customer service excellence on our seasonal family digital platform, which reaches millions of users worldwide. The ideal candidate should have 2 to 5 years of experience in leading customer service teams and be fluent in English. Proficiency in French, Spanish, and Italian is a plus. Experience with Zendesk and digital family apps is preferred.

Responsibilities:

  • Manage a remote team of customer service representatives, ensuring they provide exceptional service.
  • Develop and implement customer service policies and procedures to enhance customer satisfaction.
  • Monitor and analyze customer service metrics to identify areas for improvement.
  • Train and coach the customer service team to enhance their skills and performance.
  • Handle escalated customer service issues promptly and effectively.
  • Collaborate with other departments to enhance the overall customer experience.
  • Maintain up-to-date knowledge of the company’s products and services.

Requirements:

  • College degree in a relevant field.
  • 2 to 5 years of customer service experience.
  • Fluency in English; proficiency in French, Spanish, or Italian is a plus.
  • Bonus: Fluency in Dutch, German, Polish, Czech, Swedish, Norwegian, Finnish, Danish, Portuguese, Romanian, Greek, Hungarian, Slovak, Bulgarian.
  • Experience with Zendesk and digital family apps is preferred.
  • Excellent communication and interpersonal skills.
  • Strong leadership and management skills.
  • Ability to work independently and manage multiple tasks simultaneously.

Conditions:

  • Start date: As soon as possible.
  • End date: January 31st, 2025, with a possibility of renewal.
  • Weekly hours:
  • February 1st to June 30th: Up to 20 hours per week (based on ticket volume).
  • July 1st to August 31st: Up to 30 hours per week.
  • September 1st to January 30th: Up to 40 hours per week, with a chance for overtime hours and occasional nights and weekends (based on ticket volumes and team needs).
  • Must be available from December 21st to December 25th (no holidays planned).
  • Location: Remote (must be close to Montreal’s Canada time zone).
  • Must have excellent internet speed (will be tested during the recruitment process).