Customer Service Team Lead

AlgaeCal

23h • Hybrid

About The Position

We are seeking a Customer Service Team Lead to join our customer success center. This role is not about transactional service but about serving customers with heart and soul, taking the customer success team to the next level. The Team Lead will empower a caring group of people to truly help each caller, regardless of the time it takes. This is a fast-paced environment with high adrenaline and engaging work. The company's mission is to end the fear of bone loss by providing the world's only clinically-backed natural solution. This role offers the opportunity to give hope to thousands of people and continue a career in a company driven by a single idea.

Requirements

• 5+ years of experience in a Customer Service environment.
• 2+ years in Customer Service management.
• Proven track record of getting the most out of a team and skyrocketing performance.
• Knowledge of CRM & Contact Center as a Solution (e.g., Talkdesk) and how to optimize these platforms.
• Solid track record of coaching and developing customer service & sales skills.
• Ability to identify areas of opportunity, develop a plan, and implement to desired results.
• A genuinely decent human being with a massive heart.
• Ability to attract and retain the very best players for the team.

Responsibilities

• Lead the customer success team, empowering them to help each caller.
• Coach and develop the team's customer service and sales skills.
• Drive CSAT, conversion rates, and average order value.
• Identify areas of opportunity, develop plans, and implement them to achieve desired results.
• Attract and retain top talent for the team.

Benefits

• Generous healthcare package
• Monthly team events and activities
• Flexible Stat Holidays with the option to bank days for later use
• Weekly team lunches
• Hybrid work environment (2 days work from home if Vancouver based)
• Casual dress code
• Dog friendly office
• Professional Development opportunities including conferences and workshops, with fees, accommodation, travel, meals, and related materials covered.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed