CS Team Lead.
About the Role
We are looking for a Customer Service Lead to manage and inspire our bilingual customer support team in a 24/7 environment. You will be responsible for team performance, coaching, customer satisfaction, and driving operational excellence across all support activities.
This is a key role that combines people leadership, process improvement, and strategic insight to help shape our customer experience in the local market.
Key Responsibilities
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Lead, motivate, and develop a high-performing customer support team
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Monitor KPIs and team performance metrics, identifying improvement opportunities
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Provide regular feedback, coaching, and performance evaluations
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Ensure adherence to internal policies and compliance with external regulations
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Act as a liaison between support, internal departments, and third-party providers
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Manage hiring, onboarding, and training of new team members
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Implement quality assurance and learning initiatives for the team
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Handle escalated customer cases with empathy and efficiency
Essential:
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Experience managing customer service or support teams
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Strong grasp of customer service operations and best practices
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Experience in coaching and performance management
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Analytical and problem-solving skills
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Excellent communication and leadership abilities
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Ability to balance business objectives with people-first leadership
Preferred:
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Background in customer experience or support management
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Experience with CSAT and quality frameworks
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Knowledge of learning & development processes
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Project management skills
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Experience leading cross-functional initiatives
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