Tech Savy Team Leader with SEO Experience

Position: CSR Lead Division: CSR Reports to: Operations Manager Site: Remote Key Responsibilities: Provide timely and constructive solutions and advice to customers and makes them feel they are fully understood. Exhibit flexibility and creativity in solving problems presented by customers, while remaining within the SOP guidelines. Share resources and information readily and makes sure customers feel that you are on their side. Address inquiries as quickly as possible and give explanations in case of delays. Put extra effort in following up with customers to ensure they are fully satisfied. Prioritize workload effectively based on the needs of customers. Probe for information when necessary. Handle escalations for technical issues and billing negotiations Log all bugs and feature requests in the tracking system. Performs additional tasks, such as monitoring recordings of users’ interactions with the site. Update the help center and internal documentation with new articles. Improve current KPIs and identify solutions for common customer problems Required Qualifications: Organizational Skills Basic knowledge of SEO. Experience in working in the customer service industry as a Team Leader or Manager Past experience in working with Project management platforms, Zendesk, Slack, and Intercom Critical thinker, able to exercise sound judgment. Ability to generate reports, identify team opportunities and create plans for improvement Past experience in managing and coaching CSRs, creating an acceptable glide path Generate reports, charts, and analysis for KPIs at the executive level Target KPIs: Mean First Response Time CSR Conversation Ratings Number of escalations per month Product Bug Reports Weekly CSR Performance Review Additional Requirements: Please create a copy of this DISC personality test and share a new link: [login to view URL] Please explain how will you handle customer escalations end to end.