Customer Service Team Lead
5 days ago
About the Role
The Livestream Team is committed to creating real-time interactive scenes, providing users with a unique consumption experience and further generalizing content. The Live Platform Trust and Experience team provides world-class service and experience for customers and creators.
As a Senior Team Lead, you will be responsible for people and performance management, ensuring customer satisfaction through the management and development of team members. Key responsibilities include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.
- Team Management: Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
- Training and Development: Work with internal Quality Monitoring and Training teams to train new hires/teams through intensive coaching and mentoring.
- Policies and Processes: Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
- Special Projects: Contribute to special projects that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Direct Reports: Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and achieve customer satisfaction.
Qualifications
Minimum Qualifications:
- Bachelor's degree or equivalent practical experience.
- 2+ years managing teams and 5+ direct reports in the Customer Service field.
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