Customer Support Team Lead (Italian)
Everhelp is a leading provider of customer support solutions, dedicated to helping businesses deliver exceptional service experiences to their customers. We offer a range of support services, including phone, email, and live chat support, ensuring that our clients’ customers receive timely and effective assistance. We are always looking for optimistic, proactive candidates who would not only possess substantial field expertise but would also empower the growth team with a relentless drive to turn ideas into actionable hypotheses and then into working business solutions. As a Customer Support Team Lead at Everhelp, you will play a crucial role in managing a team of support agents and driving customer satisfaction.
Responsibilities
- Lead and manage a team of customer support agents, providing coaching, mentoring, and performance feedback to drive individual and team success.
- Set clear performance objectives, establish KPIs, and track team and individual metrics to ensure service level agreements (SLAs) and customer satisfaction goals are achieved.
- Handle escalated customer issues, demonstrating strong problem-solving abilities and ensuring prompt resolution while maintaining a high level of customer satisfaction.
- Monitor customer interactions to identify areas for improvement and provide regular coaching and feedback to enhance performance.
- Generate reports and analyze data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
- Stay up-to-date with industry trends, best practices, and emerging technologies to ensure Everhelp’s customer support remains at the forefront of innovation.
- Participate in global and cross-company projects to improve our products and optimize our users’ experience.
Requirements
- Advanced/proficient level of Italian;
- Advanced/proficient level of English;
- Proven experience in a customer support or customer service role, with at least 2-3 years in a leadership or supervisory position.
- Strong leadership skills with the ability to inspire and motivate a team to achieve targets and deliver exceptional service.
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Exceptional problem-solving skills and the ability to handle escalated customer issues in a calm and professional manner.
- Proficiency in using customer support software and tools.
- Analytical mindset with the ability to interpret data, generate reports, and make data-driven decisions.
What do we offer?
- Work in a team of professionals and with an audience of more than one million a month;
- Philosophy and conditions for your continued growth and development;
- Large space for the involvement of their own ideas and influence on the product.
- Large electronic library and access to fee-based online courses and conferences, internal talks and workshops.
