Fleek is a venture-backed fintech startup attempting to make subscriptions easy.

We are looking for a Customer Support Team Leader.

- Your Responsibilities are as follows:-

1.)Coordinate Customer Service Team-

The primary responsibility of a customer service team lead is managing a team of customer service personnel. They may work in a call center or in an office, coordinating their team throughout their shift. If a customer service team provides 24-hour support, the customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times. Additionally, a customer service team lead also answers team members- questions and provides advice.

2.)Provide Direct Customer Support :

A customer service team lead responds directly to customers who need assistance. They may answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member.

3.) Review and Resolve Escalations :

If a customer service team member is unable to resolve a customer's question or complaint, they usually escalate the call to a customer service team lead.

4.) Evaluate Team Members

Many customer service team leads conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance.

5.) Support Process Improvement

Customer service team leads improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.

6.) Train New Hires

- Many customer service team leads train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls.

Requirements :

1.) Excellent communication skills

2.) Knowledge of Shrinkage, Attrition, CSAT formula

3.) 3-5 years Experience in Chat/Email/Voice process as a Team Leader ( International Bpo )

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