[Hiring] Lead, Customer Support @Sinch

Role Description

The Customer Service Team Leader is responsible for supporting and guiding the customer service team, ensuring high-quality customer interactions, effective team performance, and timely resolution of customer enquiries.

• Provide encouragement and support to team members, communicate team goals and identify areas for additional training or skill development.
• Set clear team goals and KPIs, monitor team performance against agreed metrics, and provide regular performance feedback and evaluations.
• Oversee the day-to-day operation and performance of the team, including delegating tasks, setting project deadlines, and coordinating coverage when team members are unavailable.
• Monitor customer interactions, including chats and inbox activity, to ensure enquiries are handled accurately and within appropriate timeframes. Provide guidance and coaching to customer service agents where required.
• Assist customer service agents with customer queries and provide support in handling complex or challenging situations.
• Handle customer escalations when a team member is unable to resolve a question or complaint, escalating further to management when required.
• Provide quality customer service by interacting with customers, answering enquiries, and effectively handling customer complaints.
• Manage ClickSend notification channels from clients and ensure all enquiries are actioned and answered.
• Monitor all inbox activity to ensure emails assigned to support agents are being actioned in a timely manner.
• Identify gaps in the knowledge base and proactively recommend changes and improvements.
• Consult with the Support Manager on areas requiring attention, including busy periods, recurring issues, and help guides that may need improvement.
• Identify training needs, provide coaching, and support team members in developing their skills and product knowledge.
• Create a healthy, motivating team environment with open communication and a positive team culture.
• Listen to team members’ feedback and help resolve issues or conflicts.
• Motivate team members and recognise areas where additional support may be required.
• Plan and organise team-building activities.
• Deliver regular reporting and updates to the Customer Success Manager, including team performance, metrics, and areas requiring attention.

Qualifications

• 2–3 years of experience as a Team Leader or in a similar role.
• Proven experience managing and supporting customer service teams.
• Knowledge and experience working with performance metrics and KPIs, including CSAT and metrics associated with managing a chat team.
• Experience in team training, coaching, and identifying development needs.
• Proven customer support experience.
• Strong customer engagement skills, with the ability to communicate with customers in a courteous and professional manner.
• Familiarity with CRM systems and practices.
• Compliance experience is a plus.
• Fluent in English, both written and verbal.
• Excellent communication and presentation skills.
• Strong critical thinking and problem-solving skills.
• Strong time-management, organisational, and multitasking skills, with the ability to prioritise effectively and work under pressure.
• Sense of ownership and pride in your performance and its impact on the company’s success.
• Ability to work collaboratively as a team player.
• Strong interpersonal and communication skills.
• Experience in training and/or team leadership is a plus.

Requirements

• Customer Service
• Customer Support Team Management
• CSAT and Customer Service Metrics
• Guiding, Monitoring and Leading Teams
• Training and Coaching
• Product Knowledge
• Quality Focus
• Market Knowledge
• Customer Listening and Engagement
• Conflict Resolution
• Problem Solving
• Multitasking and Prioritisation
• Patience and Positive Attitude
• Attention to Detail
• People Orientation
• Organisational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills

How success will be measured

• Meet set KPIs as agreed with the Customer Success Manager.
• Work towards and deliver on Company OKRs as agreed.
• Maintain effective team performance and customer service standards.
• Ensure customer enquiries and support channels are actioned in a timely manner.