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Customer Support Team Lead
Customer Support Team LeadUmbrella BPO • Anaheim, CA, US
Customer Support Team Lead

Customer Support Team Lead

Umbrella BPO • Anaheim, CA, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Customer Support Team Lead

Location : Remote

Company : Umbrella BPO & Client Companies

Overview :

As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You'll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.

Key Responsibilities :

Leadership and Support :

  • Supervise and guide a team of customer support specialists.
  • Provide hands-on assistance to team members during peak times or complex cases.
  • Foster a collaborative and supportive team environment.

Customer Interaction :

  • Handle escalated customer inquiries, concerns, and issues with professionalism and empathy.
  • Collaborate with clients via phone, email, chat, or client CRM systems (e.g., Zendesk).
  • Ensure timely resolution and high customer satisfaction.

    • Technical Expertise :

  • Diagnose and resolve technical issues related to BPO processes and systems.
  • Escalate complex technical problems to internal teams for resolution.
  • Stay updated on industry trends and best practices.

    • Process Enhancement :

  • Identify opportunities for process improvement within the customer support function.
  • Collaborate with management and team members to implement enhancements.
  • Streamline workflows and optimize efficiency.

    • Documentation and Knowledge Base :

  • Maintain accurate records of customer interactions, technical issues, and resolutions.
  • Contribute to knowledge base articles and support documentation.
  • Ensure information is up-to-date and accessible to the team.

    • Quality Assurance :

  • Monitor customer interactions to uphold service quality standards.
  • Participate in quality assurance initiatives and training programs.
  • Provide constructive feedback to team members.

    • Adaptability and Flexibility :

  • Respond to changing business needs promptly.
  • Adjust strategies and tactics based on evolving requirements.

    • Qualifications :

  • Professional English Fluency
  • Minimum 3 Years of Customer Support Experience :
  • Preferably in a BPO environment.
  • Leadership experience is a plus.
  • Strong Organizational and Multitasking Skills
  • Excellent Communication and Interpersonal Abilities
  • Discretion with Confidential Information
  • Bachelor's Degree (Nice to Have)

    • Working Conditions :

    This role may occasionally require evening or weekend work to accommodate different time zones or meet project deadlines. If you're passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we encourage you to apply for the Customer Support Team Lead position. Join our team and contribute to our clients' success through outstanding service and leadership! ????

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    Customer Support Lead • Anaheim, CA, US

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