Tijuana - Team Leader Customer Service

Job Description:

The main responsibilities include answering agent questions about general product queries, support with diagnosis and resolution of payment and technical issues, and maintaining relevant documentation and records including call/ticket logs.

Job Description

  • Manage daily attendance & schedule
  • Prioritizes customer demands and needs across email, chat and telephone channels
  • Manages high touch escalations through email, phone, and chat
  • Determines root causes for bottlenecks and reports to the client about opportunities for improvements
  • Send weekly reports to client summarizing weekly concerns, opportunities, & needs
  • Manage case queues, doling out the proper amount of cases for each agent, and re-assigning cases for those who are absent
  • Cultivates ongoing team relationships through follow-ups and daily check-ins (with QA and TMs)
  • Drop in on calls, chats, and email to confirm teammates are handling cases properly
  • Collaborates with team members to find new processes and department solutions

Qualifications 

  • Flexibility to work between the hours of 9 am and 7 pm Monday-Saturday
  • Must be a confident communicator and be able to build rapport and relationships with ease
  • Adaptive Capacity, Self-Starter/Initiator, Coachable, Metrics Capable, Quality/Accuracy, Critical Thinker/Problem-Solver, and Accountable
  • Must have a genuine interest in people and concern for customers
  • Be energetic and have the ability to thrive in a fast-paced dynamic environment
  • Can shift modes easily and interact with all walks of life
  • Minimum two years of Customer Service/Technical Support experience (with the phone, email, and chat background)
  • Proficient using helpdesk software (Salesforce experience is a plus)
  • Must have reliable transportation.
  • Minimum of 2 years of supervisory/management experience.

TaskUs, Inc. is an equal opportunity employer.


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