Customer Service Team Lead - Seasonal Digital Family Platform - Remote

Join Our Team as a Customer Service Team Lead and Make a Difference in the Lives of Millions of Users Worldwide

We are a dynamic and innovative company that operates a seasonal family digital platform, reaching millions of users worldwide. Our platform is designed to provide a safe and engaging experience for families, and we are committed to delivering exceptional customer service to our users. To achieve this, we are seeking a highly motivated and experienced Customer Service Team Lead to join our team. As a Customer Service Team Lead, you will play a critical role in driving customer satisfaction and ensuring that our users have an outstanding experience on our platform.

About Our Company and Culture

Our company is built on a culture of innovation, teamwork, and customer-centricity. We value diversity, inclusivity, and creativity, and we strive to create a work environment that is engaging, challenging, and rewarding for our employees. We believe in empowering our teams to take ownership of their work and to make a positive impact on our users. Our company is committed to providing a safe and healthy work environment, and we offer a range of benefits and perks to support the well-being of our employees.

Job Summary

We are seeking a highly motivated and experienced Customer Service Team Lead to join our team. The ideal candidate will have at least 2-5 years of experience in leading a customer service team and be fluent in English. Proficiency in French, Spanish, and Italian is a plus. The candidate should also have experience with Zendesk and digital family apps, which is a plus. As a Customer Service Team Lead, you will be responsible for managing a remote team of customer service representatives, developing and implementing customer service policies and procedures, monitoring and analyzing customer service metrics, and training and coaching the customer service team.

Key Responsibilities

• Team Management: Manage a remote team of customer service representatives and ensure that they provide exceptional customer service.
• Policy Development: Develop and implement customer service policies and procedures to ensure high customer satisfaction.
• Metrics Analysis: Monitor and analyze customer service metrics to identify areas for improvement.
• Training and Coaching: Train and coach the customer service team to improve their skills and performance.
• Escalation Management: Handle escalated customer service issues and ensure that they are resolved in a timely and effective manner.
• Collaboration: Collaborate with other departments to improve the customer experience.
• Product Knowledge: Maintain up-to-date knowledge of the company's products and services.

Requirements

Essential Qualifications

• Education: College degree in a relevant field.
• Experience: 2 to 5 years of experience in customer service.
• Language Skills: Fluency in English.
• Communication Skills: Excellent communication and interpersonal skills.
• Leadership Skills: Strong leadership and management skills.
• Time Management: Ability to work independently and manage multiple tasks simultaneously.

Preferred Qualifications

• Language Skills: Proficiency in French, Spanish, or Italian.
• Technical Skills: Experience with Zendesk and digital family apps.
• Additional Language Skills: Dutch, German, Polish, Czech, Swedish, Norwegian, Finnish, Danish, Portuguese, Romanian, Greek, Hungarian, Slovak, or Bulgarian.

Career Growth Opportunities and Learning Benefits

We are committed to the growth and development of our employees. As a Customer Service Team Lead, you will have opportunities to develop your leadership and management skills, learn about our products and services, and contribute to the success of our company. We offer a range of training and development programs to support the growth and development of our employees, including:

• Leadership Development: Opportunities to develop your leadership and management skills.
• Product Knowledge: Training and support to maintain up-to-date knowledge of our products and services.
• Communication Skills: Opportunities to develop your communication and interpersonal skills.

Work Environment and Company Culture

We offer a remote work environment that is flexible and supportive. As a Customer Service Team Lead, you will have the opportunity to work from home and manage your own schedule. We use technology to stay connected and communicate with our team members, and we prioritize open and transparent communication. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we strive to create a work environment that is engaging, challenging, and rewarding for our employees.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes:

• Hourly Rate: Competitive hourly rate.
• Benefits: Opportunities for overtime hours and in some cases nights and weekends (based on ticket volumes and team needs).
• Remote Work: Flexible remote work environment.
• Professional Development: Opportunities for professional growth and development.

Conditions

• Start Date: As soon as possible.
• End Date: January 31st, 2025, possibility of renewal.
• Hours per Week:
  • From February 1 - June 30: up to 20 hours per week (based on ticket volume).
  • From July 1 to August 31: up to 30 hours per week.
  • From September 1 to January 30: Up to 40 hours per week.
• Availability: Must be available from Dec 21st to Dec 25th (no holidays planned).
• Location: Remote (must be close to Montreal's Canada time zone).
• Internet Speed: Must have great internet speed (will be tested during the recruitment process).

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Team Lead, you will play a critical role in driving customer satisfaction and ensuring that our users have an outstanding experience on our platform. We offer a competitive compensation package, opportunities for professional growth and development, and a flexible remote work environment. We look forward to hearing from you and discussing this opportunity in more detail.

Apply now and join our team as a Customer Service Team Lead!

Apply Now