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Customer Service Manager and Team Lead

2 months ago

Richmond Hill, Ontario, Canada Kabrita Full time
{"title": "Customer Service Manager and Team Lead", "description": "About the Role

Kabrita is seeking a Customer Service Manager to drive measurable improvements in customer service efficiency. As a key member of our team, you will be responsible for delivering outstanding service across live chat, phone, email, and social channels. You will also guide and mentor a team of customer service representatives, ensuring high performance and professional growth.

Main Objectives:

  • Develop a roadmap for Kabrita's customer experience program.
  • Increase engagement across all touchpoints.
  • Improve customer satisfaction scores on Kabrita.
  • Decrease average response time and proactively engage website users.

Key Responsibilities:

  • Customer Care Champion: Deliver outstanding service across live chat, phone, email, and social channels.
  • Team Leader: Guide and mentor a team of customer service representatives, ensuring high performance and professional growth.
  • Operational Efficiency Expert: Analyze data and implement solutions to streamline processes.
  • Cross-Functional Collaborator: Work with other departments to support product knowledge and administrative tasks.
  • Performance Mastermind: Conduct quality evaluations and manage CSAT scores.
  • Escalation Expert: Resolve complex customer issues, maintaining positive relationships.
  • Efficiency Champion: Drive continuous improvement initiatives to enhance processes and team effectiveness.

Qualifications:

  • 3-5 years of experience managing a team in a customer service or customer experience role for an eCommerce company.
  • Proficiency in customer service tools like ReCRM, Zendesk, Gorgias, etc.
  • Experience in managing and building teams and customer operations processes, especially in e-commerce customer service, ideally with a complex or health product in a regulated environment.
  • Strong leadership, communication, and problem-solving skills.
  • Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.
  • Passion for customer service and best practices.
", "lang_code": "en"}