Experienced Customer Service Team Lead – Seasonal Digital Platform Support

Are you a seasoned customer service professional with a passion for delivering exceptional experiences to families worldwide? Do you have a proven track record of leading high-performing teams and driving customer satisfaction? If so, we invite you to join our dynamic team as an Experienced Customer Service Team Lead on our seasonal digital family platform.

About Our Company

Our company is a leading provider of digital family platforms, serving millions of users worldwide. We're committed to creating engaging and interactive experiences that bring families closer together. Our platform offers a wide range of features and services, including games, educational content, and community forums. As a key member of our team, you'll play a critical role in ensuring that our customers receive the highest level of service and support.

Job Summary

We're seeking an experienced Customer Service Team Lead to join our team on a seasonal basis. As a Customer Service Team Lead, you'll be responsible for leading a remote team of customer service representatives, developing and implementing customer service policies and procedures, and ensuring that our customers receive exceptional service. If you're a motivated and results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity.

Responsibilities

As a Customer Service Team Lead, you'll be responsible for the following key areas:

• Team Leadership: Manage a remote team of customer service representatives, providing guidance, coaching, and feedback to ensure that they provide exceptional customer service.
• Customer Service Strategy: Develop and implement customer service policies and procedures to ensure high customer satisfaction and loyalty.
• Performance Metrics: Monitor and analyze customer service metrics to identify areas for improvement and implement changes to enhance customer experience.
• Training and Development: Train and coach the customer service team to improve their skills and performance, ensuring that they have the necessary tools and resources to deliver exceptional service.
• Escalated Issues: 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 and ensure that our platform meets the evolving needs of our customers.
• Product Knowledge: Maintain up-to-date knowledge of our company's products and services, ensuring that our customers receive accurate and timely information.

Requirements

To be successful in this role, you'll need to possess the following qualifications and skills:

• Education: College degree in a relevant field, such as business, communications, or customer service.
• Experience: 2 to 5 years of experience in customer service, with a proven track record of leading high-performing teams.
• Language Skills: Fluency in English is required, with proficiency in French, Spanish, or Italian a plus. Bonus languages include Dutch, German, Polish, Czech, Swedish, Norwegian, Finnish, Danish, Portuguese, Romanian, Greek, Hungarian, Slovak, Bulgarian.
• Technical Skills: Experience with Zendesk and digital family apps is a plus.
• Soft Skills: Excellent communication and interpersonal skills, with the ability to work independently and manage multiple tasks simultaneously.
• Leadership Skills: Strong leadership and management skills, with the ability to motivate and inspire a team to deliver exceptional results.

Conditions

This is a seasonal role, with the following conditions:

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

What We Offer

As a valued member of our team, you'll enjoy a range of benefits, including:

• Competitive Salary: A competitive salary based on your experience and qualifications.
• Opportunities for Growth: Opportunities for career growth and professional development, with a focus on customer service and leadership.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options and flexible hours.
• Collaborative Work Environment: A collaborative and dynamic work environment, with a focus on teamwork and customer satisfaction.
• Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the team.

How to Apply

If you're a motivated and results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply for this job