Team Lead, Customer Support at SycamoreNG

Responsibilities

• Lead and manage the Customer Support team to ensure timely and effective resolution of customer inquiries and issues.
• Develop and implement strategies to enhance customer satisfaction and overall service quality.
• Monitor and analyze customer support performance metrics, identifying areas for improvement.
• Train, mentor, and motivate team members to meet and exceed service expectations.
• Collaborate with other departments, including Product, Risk, and Operations, to resolve customer issues and improve processes.
• Handle escalated customer complaints, ensuring prompt and satisfactory resolutions.
• Optimize customer support workflows and leverage technology to enhance efficiency.
• Maintain detailed records of customer interactions and feedback, using insights to improve service delivery.
• Ensure compliance with Sycamore’s policies, industry regulations, and best practices.
• Drive a culture of continuous improvement within the team to enhance customer engagement and retention.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 3-4years of experience in customer support, with at least 2 years in a leadership role.
• Strong leadership and people management skills, with the ability to inspire and drive a high-performance team.
• Excellent problem-solving and conflict resolution abilities.
• Strong verbal and written communication skills.
• Experience using customer relationship management (CRM) tools and support software.
• Ability to thrive in a fast-paced and customer-obsessed work environment.