Customer Service Team Lead | Hybrid | Dayshift

Customer Service Team Lead

Zigzag is looking for a Customer Service Team Lead to join our team!

About the role

The Customer Service Team Lead is a mid-level management role in the Customer Service Team, which plays a key support role responsible for assisting in the management and oversight of the daily operations within the customer service team. This position ensures that the team maintains high levels of customer satisfaction and delivers exceptional customer service. The role involves contributing to knowledge management, providing feedback for improvements, conducting training, and monitoring performance metrics.

This role reports directly to Customer Service Manager (currently Operations Manager) focuses on delivering high standards of customer satisfaction and assisting on the platform/apps onboarding. This reporting line ends at Director of Finance. The Customer Service Team Lead is expected to support the Customer Service Manager (currently Operations Manager) by taking ownership of their responsibilities, effectively communicating across teams, and contributing to the overall success of the customer service department.

Role and responsibilities

The description below includes the broad ongoing functions related to the role, however does not limit the scope of work which may be asked of the role. The key performance indicators (KPIs) are in bold and indicate the core minimum competencies to be demonstrated within the role.

Core functions (KPIs)

• Customer interaction: Ensure customer interactions are handled professionally, empathetically, and efficiently. Maintain daily ticket targets and handle inbound and outbound inquiries across all platforms, including email, website, and live chat. Ensure prompt and professional responses to customer inquiries, adhering to established SLAs, while meeting the set KPIs.
• Team leadership: Lead, coach, and mentor a team of customer service representatives to achieve performance goals and KPIs set by the company. This may be achieved by (but not limited to) providing constructive feedback. Foster a customer-centric positive, collaborative, and high-performing team culture.
• Customer service operations: Oversee daily operations to ensure efficient and effective customer service processes which balance positive customer outcomes and business objectives. Monitor KPIs to identify areas for improvement. Assist Customer Service Manager (currently Operations Manager) to implement strategies to enhance customer satisfaction and loyalty.
• Training and development: Assist Customer Service Manager (currently Operations Manager) to deliver comprehensive training programs for customer service representatives. Ensure the team is well-versed in products, services, and company policies. This may include the development of training, learning and day to day work resources and tools. Promote ongoing learning and professional development within the team.
• Team support: Actively assist and collaborate with team members to ensure overall team success. Help investigate and resolve customer service complaints alongside the Customer Service Manager (currently Operations Manager). Assist customer service staff with duties as required and foster a collaborative environment.
• Reporting and feedback: Regularly review and assess current customer service workflows to identify inefficiencies or improvement opportunities, provide constructive and transparent feedback and actionable recommendations to Customer Service Manager (currently Operations Manager), and support implementation of process optimizations.

Ongoing responsibilities

• Ad-hoc duties: Perform tasks incidental or supplementary to core functions as requested by management. This includes supporting the management team and other teams with data entry, reporting, and data analysis.
• Collaboration and adherence to brand standards: Adhere to brand policies and established internal guidelines to resolve issues effectively. Work closely with the Warehouse Team to ensure smooth operations and resolve customer inquiries.
• Customer experience management: Champion the customer experience across the organisation. Develop initiatives to improve customer engagement and loyalty, and act as the voice of the customer in cross-functional meetings and projects.
• Customer interaction and issue resolution: Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions. Ensure customer interactions are handled professionally and empathetically, then identify trends in customer feedback, and implement corrective actions. Escalate learned insights to management to inform decision making and planning.

Qualifications

• 2 to 3 years of team lead experience
• Ability to support and manage a team effectively
• Responsible for preparing and submitting daily reports
• Proactive in raising concerns and addressing issues as needed
• Ensure team members meet individual and team KPIs through close monitoring, coaching, and performance management

Nice to have

• Experience in Shopify
• Background in E-commerce or Retail

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive