Job Description
As the Customer Support Team Lead, you will drive the performance, growth, and day-to-day operations of our frontline sales and service team. Combining strong leadership with a strategic approach to performance metrics, you will coach and empower agents to hit ambitious sales targets, enhance customer satisfaction, and navigate complex escalations.
What you will be doing:
• Lead and manage a team of Customer Service Sales Agents to meet or exceed individual and team sales targets, quotas, and performance metrics.
• Provide ongoing coaching, mentoring, and feedback to team members to improve sales effectiveness, customer service skills, and overall performance.
• Monitor and analyze sales performance data, including conversion rates, average order value, and customer satisfaction scores, and identify opportunities for improvement and development.
• Collaborate with the Customer Service Sales Manager to develop and implement sales strategies, tactics, and action plans to achieve business objectives and targets.
• Conduct regular team meetings, huddles, and training sessions to communicate goals, objectives, and expectations and ensure alignment with company policies and procedures.
• Handle escalated customer inquiries, issues, and complaints in a timely and professional manner, and provide support and guidance to team members as needed.
• Maintain accurate and up-to-date records of sales activities, customer interactions, and performance metrics in CRM systems or databases.
• Foster a positive and collaborative work environment within the team, and lead by example to inspire and motivate team members to achieve their full potential.
• Stay informed about product updates, promotions, and marketing campaigns, and effectively communicate them to team members and customers.
What we are looking for:
• Experience in sales or customer service, with demonstrated leadership and coaching skills.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and team members.
• Proven ability to meet or exceed sales targets and performance metrics in a fast-paced and dynamic environment.
• Ability to multitask, prioritize, and manage time effectively to meet deadlines and achieve goals.
• Experience with CRM systems, sales software, and other relevant tools and technologies.
• Flexibility to work evenings, weekends, or holidays as needed to support customer service and sales operations.
