Team Leader
Position Overview: We are looking for a motivated and experienced Team Lead to oversee our Customer Service (CS) team supporting electric vehicle (EV) charging station users in apartment complexes and office buildings. In this on-site role, you will lead a team, ensuring top-tier service delivery while fostering a positive and productive work environment.
Key Responsibilities:
Leadership & Supervision: Manage and mentor a team of customer service representatives, providing guidance, coaching, and support.
Performance Monitoring: Track team performance metrics and individual KPIs, ensuring customer service goals are consistently met or exceeded.
Problem Resolution: Act as the primary escalation point for complex or unresolved customer issues, providing timely and effective solutions.
Training & Development: Conduct training sessions to improve team members’ skills in technical troubleshooting, customer interaction, and Zendesk utilization.
Operational Management: Oversee daily operations, including schedule planning, task assignments, and ensuring adequate coverage during peak times.
Collaboration: Work closely with other departments to address recurring issues and provide feedback for product and process improvements.
Customer Interaction: Handle high-priority customer cases, modeling excellent service standards for the team.
Documentation: Ensure team adherence to proper documentation practices in Zendesk, maintaining accurate and detailed customer records.
Qualifications:
Education: High school diploma or equivalent required; an associate degree or higher is a plus.
Experience: 2+ years in customer service, including at least 1 year in a supervisory or team lead role. Experience with technical support is highly preferred.
Technical Proficiency: Familiarity with Zendesk or similar customer service platforms. Basic understanding of EV charging technology is a plus.
Leadership Skills: Strong ability to motivate, mentor, and lead a team toward achieving goals.
Problem-Solving: Excellent analytical and decision-making skills to handle complex customer issues and operational challenges.
Communication: Exceptional verbal and written communication skills.
Adaptability: Ability to thrive in a fast-paced, evolving environment.
Additional Details:
Location: On-site position (address to be provided during the application process).
Tools Used: Zendesk and other internal systems for managing operations and customer interactions.
Schedule: Flexibility to work varying shifts as needed to support team operations.
Training: Comprehensive onboarding and ongoing professional development opportunities provided.