Note: The job is a remote job and is open to candidates in USA. Umbrella BPO is seeking a Customer Support Team Lead to be a pivotal part of their client support operations. The role involves leading a team of customer support specialists, ensuring exceptional service delivery, and driving efficiency and quality in customer interactions.
Responsibilities
- 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
- 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
- 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
- Identify opportunities for process improvement within the customer support function
- Collaborate with management and team members to implement enhancements
- Streamline workflows and optimize efficiency
- 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
- Monitor customer interactions to uphold service quality standards
- Participate in quality assurance initiatives and training programs
- Provide constructive feedback to team members
- Respond to changing business needs promptly
- Adjust strategies and tactics based on evolving requirements
Skills
- 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)
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