Customer Service Team Lead

Client Team Leader- Bilingual Spanish & English

Influx is a global, fully-remote company on a mission to make the customer experience for successful online businesses better. Influx provides round-the-clock support solutions that are on-brand and on-demand for some of the world’s most disruptive & hypergrowth brands in eCommerce, SaaS, tech, and more.

Seeing continued growth in the business year-on-year, we are looking for a passionate, talented, and highly-motivated client team leader to join our team. This is a fully remote position that requires the position holder to be a motivational figure for service agents within his / her team, driving them on to achieve their best, deliver customer experiences of the highest standard, and promote customer satisfaction.

Responsibilities

• Ensure achievement of Client KPIs.
• Ensure the team is organized effectively to maximize productivity
• Monitor, identify, and resolve performance / behavior / attendance issues using prescribed performance management techniques.
• Daily report to the delivery manager on team performance against KPIs
• Handle escalations, and assist agents by providing support on customer queries
• Time management of staff breaks and schedules to ensure no impact on production
• Communicate all processes; client changes and notifications to agents in a timely manner
• Highlight concerns that impact team performance
• Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

Requirements

Benefits

If this sounds like you or someone you know, the application link is below!