Customer Support Team Leader - Holborn, United Kingdom - MyAssets Limited

Description

• Direct line management of the CS Specialists Team ensuring the delivery of the best in class Customer Experience by consistently meeting set KPIs
• Taking ownership of complex issues and complaints and knowing when to escalate further to reach the most suitable and prompt resolution for the Customer
• Assisting with handling major and minor incidents (i.e. service outage, technical bugs)
• Providing coaching, feedback, and performance evaluations
• Managing the Team's behaviours and ways of working, ensuring they are in line with MyAssets values
• Optimising Team's performance by identifying and addressing training needs and implementing performance improvement plans
• Recognizing employee achievements as well as managing regular Incentive Schemes and monitoring/updating the Team on their progress
• Encouraging communication, feedback and motivation within the Team and other departments
• Managing Customer Service Team's workflow and workload, ensuring that all customer inquiries are handled promptly and effectively
• Continuously improving Customer Success processes and procedures to enhance efficiency, effectiveness and overall Customer Happiness
• Performing other duties as required. This job description in no way states or implies that these are the only duties to be performed by the Customer Success Team Leader. Employees will be required to perform any other jobrelated duties assigned to them by their management.

• Demonstrable experience of being a Team Leader or Supervisor of a Customer Support Team, ideally with technical troubleshooting background
• Ability to demonstrate a professional approach at all times whilst under pressure and in a fastpaced, startup environment
• Strong verbal and written communication skills, with the ability to effectively communicate complex information to both internal and external stakeholders
• Excellent interpersonal skills, ability to build rapport with Customers and colleagues from diverse backgrounds
• Exceptional problemsolving skills, with the ability to identify root causes of the issue and implement effective solutions
• Team player who is adaptable and has a great work ethic (willingness to do what needs to be done)
• Commitment to providing exceptional customer service, nurturing positive attitude, creating fun, but focused working environment for you and your colleagues
• Focus on accuracy and quality of produced work
• Creativity and resourcefulness (commitment to beneficial user interaction, always thinking outside the box and going the extra mile to exceed Customer expectations)
• Commitment to learning beyond onboarding

• Company pension
• Private medical insurance

• 8 hour shift
• Day shift
• Weekend availability

• Holborn: reliably commute or plan to relocate before starting work (required)

• Customer support: 2 years (required)
• Leadership: 2 years (required)