Customer Support Team Leader (offline)

Job Description: Customer Support Team Leader at Scrambly

Position Overview: Scrambly, a dynamic online rewards platform featuring both a website and an Android app, is on the lookout for an experienced Customer Support Team Leader. This role is crucial in leading a team of four customer support specialists, driving initiatives to enhance customer satisfaction, and innovating new strategies to elevate the overall customer experience.

Responsibilities:

- Lead and mentor a team of four customer support specialists, ensuring they are well-trained, motivated, and equipped to deliver outstanding customer service.

- Develop and implement strategies to create 'wow' experiences for customers, significantly improving satisfaction and loyalty.

- Innovate and introduce new methods for enhancing customer satisfaction and experience, keeping in mind the evolving needs of the digital customer.

- Serve as an advanced point of contact for escalated customer issues, providing expert resolution and maintaining a high standard of service.

- Regularly review and optimize customer support processes and workflows to ensure maximum efficiency and effectiveness.

- Collaborate with other departments to ensure a deep understanding of Scrambly's products and services across the customer support team.

- Analyze customer feedback and performance metrics to identify trends and areas for improvement, and implement data-driven strategies.

- Ensure the customer support team is up-to-date with the latest product developments and service offerings of Scrambly.

Qualifications:

- A minimum of 3 years of experience in a customer support leadership role, preferably in an online platform or e-commerce environment.

- Bachelor's degree in business, communication, or a related field (or equivalent professional experience).

- Exceptional leadership and team management skills, with a proven track record of enhancing team performance and customer satisfaction.

- Excellent English communication skills, both written and verbal, with the ability to effectively articulate complex ideas and engage with customers.

- Strong problem-solving abilities and expertise in handling escalated customer issues with empathy and professionalism.

- An analytical mindset with the capability to interpret data and make informed, impactful decisions.

- In-depth knowledge of customer support tools, ticketing systems, CRM software, and a comprehensive understanding of Scrambly's products and services.

Join Scrambly as a Customer Support Team Leader and play a pivotal role in enriching the customer experience and driving the success of one of the leading online rewards platforms. Your leadership, innovation, and deep product knowledge will be instrumental in creating memorable customer interactions and fostering long-term loyalty.