Customer Service Lead

Responsibilities

• Help oversee the day-to-day functioning of our Customer Service department, including:
  • Leading and coaching teams on development opportunities.
  • Having a positive and professional attitude while leading teams through diversity and change.
  • Working on elevating processes and will improve the customer experience.
  • Tracking our various support queues and our staffing for those queues, and ensuring we have the resources needed to hit our response time goals.
  • Handling customer escalations that need specialized attention and resolution.
  • Answering agent questions in Teams in a timely and helpful manner.
  • Flagging and tracking technical and product issues to the necessary internal teams.
  • Keeping agents updated on key product and operational changes.
• Serve as the Lead for 1-2 specialized areas of support (Lines of Business, or LOBs). Within those LOBs, you will be responsible for:
  • Tracking and helping improve key performance metrics, such as CSAT, response time, and QA scores.
  • Helping build out our knowledge infrastructure, including training, Knowledge Base, and Zendesk materials.
  • Assisting agents working in their LOBs, providing help with advanced issues and answering subject-specific questions.
  • Working cross-functionally as needed with other departments at Wine.com.
  • Working with our workforce management function to ensure that your LOB is properly staffed.

Requirements

• Track record of strong performance at Wine.com, with strong reviews and excellent CSAT and productivity metrics.
• Demonstrated ability to learn new areas of support, and perform at a high level within those areas.
• Proactive and solution-oriented.
• Able to help agents learn basic and advanced support tasks.
• Able to multi-task, and to pivot responsibilities as dictated by support volumes.
• Strong verbal and written communication skills.
• Strong interpersonal skills.

Location

Remote (Available Locations: FL, NY, NJ, NC, OH, TX, MA)

Shift

Tuesday - Saturday, 8:30AM - 5:00PM Central Time