Team Lead Customer Care

Skello

Paris, France
On-site
Customer support excellence
Team management and development
Kpi and sla monitoring
As a Team Lead Customer Care, you will support your team daily to develop excellent support for our clients!

Job Summary

  • As a Team Lead Customer Care, you will support your team daily to develop excellent support for our clients!
  • You will be integrated into the Customer Experience department and directly report to Margaux, our Head of Customer Care & Onboarding.
  • Follow team KPIs and SLAs closely: response time, quality, customer satisfaction, productivity... and continuously improve them.

Matching Summary

As a Team Lead Customer Care, you will support your team daily to develop excellent support for our clients!

Skills & Requirements

Must-have

  • Customer support excellence
  • Team management and development
  • KPI and SLA monitoring
  • Process improvement and automation
  • Client needs identification and prioritization

Nice-to-have

  • Collaborating with Product, Tech, Sales, and Customer Success
  • Sharing expertise and fostering skill development
  • Staying updated on market best practices

Key Requirements

  • Recruit passionate team members
  • Develop career plans for talent retention
  • Manage resources, prioritize, and coordinate activities
  • Provide operational support for client requests
  • Handle complex cases with business expertise
  • Develop team skills through relevant content and training
  • Implement efficient and agile processes
  • Constant market watch for best practices

Work Rights

Not specified

Tailored Resume

Cover Letter