The Customer Support Team Lead will guide a team of specialists to deliver 24/7 support while driving process improvements and ensuring high customer satisfaction. This role involves monitoring performance, providing agent feedback, and collaborating with cross-functional teams to resolve recurring issues.
The specialist will design and deliver ongoing training, coaching, and quality assurance programs to enhance the performance of the customer support team. They will also collaborate with cross-functional teams to manage product readiness and develop learning resources that align with company standards.
You will lead and coach an overnight customer support team to ensure exceptional service and operational excellence. This involves monitoring performance, managing 1:1s, and collaborating with cross-functional teams to resolve recurring customer issues.
The Customer Support Specialist will provide 24/7 support to independent truckers by troubleshooting issues and managing high-volume inquiries. They are expected to maintain a customer-obsessed approach while utilizing tools like Zendesk to ensure efficient and empathetic service.
The Customer Support Specialist will provide 24/7 support to independent truckers by troubleshooting issues and managing high-volume inquiries. They are expected to maintain a customer-obsessed approach while utilizing tools like Zendesk to ensure efficient and empathetic service.
