Team Lead, Customer Experience

Having recently launched internationally, ZOLEO Inc. is looking for an exceptional Team Lead to join the Customer Experience team. A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has met with early success winning multiple innovation awards and enjoying rapid subscriber growth. The company is expanding its global reach and the Team Lead, Customer Experience will be pivotal to assisting with various customer-focused expansion efforts into new markets. You’ll have an opportunity to join an entrepreneurial company and help take it to the next level.
The position will be part of globally distributed, virtual (work from home) team, reporting directly to the Manager, Customer Experience in Canada. The **Team Lead, Customer Experience **will manage a team of front-line Customer Experience Representatives that support customers across ZOLEO’s current markets in North America (US, Canada), Asia-Pacific (Australia and New Zealand) and Europe. This position will be primarily focused on our North American customers, with a supporting role for team members and customers in other markets. The role’s objective is to drive consistencies and efficiencies while improving customer service level standards through training, coaching, process improvement, streamlined communications, staff oversight and accountability. The Team Lead will also be required to interact directly with ZOLEO customers, in a front-line capacity.
You bring experience leading and coaching small to medium sized teams in the customer support industry, preferably supporting technology products or services. Knowledge of customer experience operating principles, including shift and schedule management, ticketing workflows, customer experience KPIs (Key Performance Indicators), SLAs (Service Level Agreements) and escalation processes are critical.
As this is a foundational role for the newly established global Customer Experience team, we are looking for a “roll up your sleeves” type individual that is willing and able to action a high number of tickets on a daily basis as necessary, but also contribute to planning, development and coaching initiatives as we scale and grow the team.
**_This position can be performed anywhere in Canada in the Eastern Time Zone._**
**Key Responsibilities**:

- Responsible for team scheduling and coverage as well as task and ticket prioritization
- Assist in developing key operational guiding principles and documentation, including SLAs, KPIs, and more.
- Utilizing the helpdesk (Zendesk) to monitor, analyze, and improve agent performance and productivity.
- Utilize direct experience and observation from interactions with ZOLEO customers to inform and optimize ZOLEO customer experience operations.
- Act as an escalation point for more complex customer issues and questions
- Assist in implementing new customer experience systems and platforms
- Develop robust training programs and documentation for future ZOLEO Customer Experience hires
- Establish and maintain effective working relationships with internal stakeholders.
- Develop and maintain support content, including knowledge base articles, chat bot flows, and more.

**Qualifications & Skills**:

- At least 3-5 years’ of customer support or customer service experience, with at least 1+ year in a team lead role.
- Outstanding interpersonal, written, and verbal communication skills. Fluent in English.
- Proven track record of driving positive KPI and SLA metrics in a customer support capacity
- Experience and comfort using technology in the course of your work, including customer support platforms such as Zendesk, CRMs, etc. Overall comfort and confidence with technology
- Strong leadership skills and acumen, comfortable managing distributed, virtual teams across different time zones and locales. Experience with mentoring and coaching customer experience agents and maximizing your team’s efficiency and outcomes.
- Experience in creating and maintaining team schedules, especially global teams.
- Employ a customer-focused mindset in everything you do. Highly empathic and patient individual
- Experience and comfort working within fast-paced teams and environments. Able to work autonomously and manage your (and your teams) day-to-day priorities dynamically as needed.
- Outstanding attention to detail and quality. Analytical, problem-solving and decision-making skills.

**Nice to Have**:

- Additional languages is an asset (French, Spanish, German)
- Experience with supporting software/technology products or services, including mobile iOS and Android based apps
- Experience supporting hardware products
- Content creation and technical writing experience
- Experience with budgeting resources for support teams
- Experience with interacting with customers on social channels (Facebook, Twitter)

**What we Offer**:

- Competitive base salary
- Bonus
- 3 weeks' vacation
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