[Hiring] Customer Support Team Lead @Impact Brands, LLC

Role Description

Join us as a remote Customer Support Team Lead and let’s impact billions together!

• Oversee the daily operations of the Customer Support team, ensuring high service standards and strong customer retention.
• Provide support and guidance to team members.
• Monitor and track team attendance to ensure adequate coverage.
• Conduct one-on-one coaching sessions to enhance agent performance and skills.
• Assess and track agent efficiency on a daily, weekly, and monthly basis.
• Analyze customer feedback and support data to identify trends and implement improvements that increase customer satisfaction and retention.
• Review and approve leave requests.
• And other tasks.

Qualifications

• Proven experience in customer support, team management, or a similar role with a strong focus on customer satisfaction and retention.
• Strong communication and leadership skills.
• Proficiency with Zendesk, Shipstation, or similar platforms.
• Ability to analyze data and identify trends for process improvement.
• Detail-oriented with excellent organizational and problem-solving abilities.
• Excellent English skills (B2-C1).

Requirements

• Evening Shift (EET): 14:00–22:00.
• Salary: Starting from 1600 €/mon. net.

Benefits

• Remote work: Choose your workspace, whether it's your home office, a cozy cafe, or a scenic spot across the globe.
• Home office budget: A home office allowance and the possibility to choose between a MacBook or a Windows-based workstation.
• Health and wellness budget: Investment in your health is encouraged and actively supported.
• More free time: Enjoy 25+ Working Days of Holidays to recharge and relax from work.
• Volunteering: Dedicate 2 paid days each year towards personal growth and community impact.
• Personal development opportunities: Improve yourself through online training.
• Professional growth: Exceptional performance is recognized and rewarded, offering opportunities for career advancement.
• Achievement Bonus: Celebrate our company's successes with an annual bonus.
• Exclusive access to our health and wellness products.
• Flatwork culture: Influence the company right from the start.
• Team spirit: Enjoy regular team-building activities and engaging online events.
• And much more: From a Welcome Package to other amazing perks – we’re always thinking of ways to show our appreciation for every team member.