Customer Support Lead

Values

Here are our Company Values and we’d love to have individuals who can be a culture add to our team!

What We Offer

• Permanently Remote
• Pay wired directly to your bank account
• $50 Monthly Stipend
• Annual Bonus
• Performance-based bonuses
• Flexible PTO
• Enjoy company time off during some of the major US and PH Holidays
• Company-issued Device
• Career fast track for performers and internal mobility
• Learn from a team of Stanford, MIT, Google, and Harvard alumni

Grow With Us

Workstream is looking for an exceptional team member to join our Customer Support team as a Customer Support Team Lead. The Customer Support Team Lead will lead a team of 8-13 Customer Support Specialists who support our customers through phone, chat, and email. The role is responsible for employee development, focusing on competency and skill building, and incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement. This includes coaching and providing actionable feedback to team members to promote career development and exceed support standards, measures, and goals. The lead is expected to escalate trends and urgent issues, with strong proposals to fix.

Day in the Life

• Responsible for team performance and retention.
• Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success.
• Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team.
• Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient issue resolution, navigating difficult conversations with customers, tools navigation, troubleshooting, etc.
• Participate in functional Management discussions to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team.

Who You Are

• At least 4 years of professional experience in the BPO, shared services, or similar industry, 2 years of which have been spent on a leadership capacity/level
• Strong preference for candidates with experience in:
  • Managing voice accounts
  • Managing non-voice accounts handling SMS, chat, and email interactions
  • Handling both voice and non-voice accounts
• Previous experience in handling a team with sales and customer service focus metrics:
  • CSAT
  • Sales
  • AHT
  • Quality
• Highly organized with a problem-solving & data-driven mindset
• Exceptional written, verbal, and presentation skills
• Ability to become a product expert and advocate for the Workstream platform
• Ability to quantify, analyze, and share findings related to project impact
• A willingness to experiment rapidly, make mistakes, and learn