The Customer Service Lead will be responsible for establishing and leading our customer service operations. This role involves creating the customer service workflow, standard operating procedures (SOPs), and a comprehensive handbook from scratch.
The ideal candidate will also develop and populate a detailed FAQ section to streamline operations within the Business Unit (BU).
Personal Attributes:
High level of empathy and patience when dealing with customers.
Strong work ethic and commitment to providing exceptional customer service.
Adaptability to a fast-paced, dynamic startup environment.
Proactive and results-oriented mindset.
Ability to foster a positive team culture and motivate team members.
Key Responsibilities:
Develop Customer Service Infrastructure: Design and implement the customer service workflow, ensuring efficiency and scalability.
Create SOPs and Handbook: Draft and maintain standard operating procedures and a comprehensive customer service handbook to guide the team.
Populate FAQs: Develop and maintain a detailed FAQ section to address common customer inquiries and ease operational workflow.
Team Leadership: Hire, train, and manage a team of customer service representatives, fostering a positive and productive work environment.
Monitor Performance: Establish and track key performance indicators (KPIs) to ensure the team meets and exceeds customer service goals.
Customer Support: Provide high-quality customer support through various channels, including email, chat, and social media, ensuring timely and effective resolution of customer issues.
Feedback Loop: Establish a feedback loop with the product development team to relay customer insights and suggest improvements to enhance the user experience.
Continuous Improvement: Continuously assess and improve customer service processes, incorporating feedback and best practices.
Collaboration: Work closely with other departments to ensure a seamless customer experience and align on company goals and initiatives.
Documentation: Maintain accurate records of customer interactions, issues, and resolutions to build a robust knowledge base.
Crisis Management: Handle escalated customer issues and crises with professionalism and empathy, ensuring a positive outcome.
Reporting: Prepare regular reports on customer service performance and present findings to senior management.
Qualifications:
Education: Diploma/ Bachelor’s Degree in Business, Communications, or a related field preferred.
Experience: Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a leadership position. Experience in a startup environment is a plus.
Skills:
Strong leadership and team management skills.
Excellent bilingual written and verbal communication skills.
Proficiency in using customer service software and CRM systems.
Ability to create detailed SOPs and handbooks.
Strong problem-solving skills and attention to detail.
Ability to work independently and handle multiple tasks simultaneously.
Experience with dating apps or consumer-based/ ecommerce app is a plus.
