What you will do

📍Manage, support, and coach high performing CX Support Agents through team meetings, regular 1:1s, performance reviews, and continuous feedback. 📍Oversee your team’s work for quality and process compliance, ensuring both the individuals and your team meet organisational SLAs and KPIs. 📍Create and maintain comprehensive reports tracking team performance and operational metrics (customer trends, inbound volumes, productivity); complete regular analysis and communicate insights/recommendations for improvement. 📍Manage your team capacity through time-off requests and shift scheduling to ensure there are no disruptions to our 24/7 operations. 📍Assist with hiring and new team member onboarding and training. 📍Provide quality customer service, including answering customer inquiries, complaints and manager escalations via email, chat, phone, and social. Occasional weekend work will be required. 📍Identify and lead initiatives and cross-functional projects that aim to improve operational processes that impact your team, with a focus on process development, quality assurance and scalability. 📍Support and mentor your team in identifying and implementing workflow improvements that span updates to content, technology, and processes.

About You

📍The right candidate for this role is enthusiastic about creating stellar customer experiences and building a world class team. You are detail oriented, with a desire to continuously improve operational processes and proactively find solutions to problems. 📍You are action-oriented and can move quickly to meet the evolving needs of a fast-paced organisation and industry. 📍You are passionate about leading teams, mentoring high performers and enjoy being a culture carrier for your organisation.