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Talent Acquisition Extraordinaire | Head of People
Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and more.
About the Role:
We are looking for a results-driven Support Team Lead to manage and mentor a team of customer service representatives in our call center. You will play a key role in delivering exceptional customer experiences by ensuring service excellence, team development, and operational efficiency.
Key Responsibilities:
Team Management:
* Lead, mentor, and support a team of call center agents.
* Set clear performance expectations and provide regular coaching and feedback.
* Conduct one-on-one meetings, performance reviews, and development plans.
Operational Oversight:
* Monitor daily operations and ensure team adherence to service level agreements (SLAs).
* Manage team schedules, shifts, and attendance to maintain optimal service coverage.
* Ensure timely and accurate handling of customer queries, complaints, and escalations.
Performance and Quality Monitoring:
* Track and analyze key performance indicators (KPIs), including first-call resolution, customer satisfaction, and average handling time.
* Conduct regular quality checks and call audits to ensure service quality.
* Create and implement action plans to improve individual and team performance.
* Foster a customer-focused culture that emphasizes service excellence.
* Address escalated customer issues and ensure timely resolution.
* Implement processes and workflows to improve customer experience.
Reporting and Communication:
* Prepare and present team performance reports to senior management.
* Communicate business updates, process changes, and customer feedback to team members.
* Collaborate with other departments to resolve operational issues and improve processes.
Qualifications and Skills:
Experience:
* Proven experience in a team lead or supervisory role in a call center or customer support environment.
* Strong background in customer service and team management.
Technical Skills:
* Proficiency with customer service management systems (e.g., CRM, ticketing systems).
* Familiarity with call center metrics, reporting tools, and quality assurance processes.
Leadership and Interpersonal Skills:
* Strong leadership and motivational skills.
* Excellent communication, problem-solving, and decision-making abilities.
* Ability to manage conflict, handle pressure, and resolve team or customer issues effectively.
Education:
* Bachelor’s degree in Business, Management, or a related field (preferred but not mandatory).
* Competitive salary and commission structure
* Paid time off and holidays
* Flexible working arrangements, including remote work options
Application Process:
Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management
* Industries
Financial Services, Information Services, and Internet Marketplace Platforms
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