Customer Happiness Team Lead

We are looking for a Customer Happiness Team Leader for a growing sports-focused technology company. In this role, you'll be responsible for guiding the customer happiness team, establishing and refining operational processes, maintaining exceptional customer service standards, and implementing best practices to improve customer retention. The ideal candidate will be working closely with the product development team as well to maintain continuous improvement of the products / services.

Main Responsibilities

• Create proper strategies and procedures for the department
• Plan and control the implementation process of new strategies and procedures
• Understanding the provided products / services
• Regular meetings with product development team to improve products / services according to customer needs
• Work on shifts with agents to assess departments operations
• Attentive to customers inquiries, feedback and complaints
• Maintain outstanding levels of customer’s satisfaction
• Report cases to other concerned departments
• Follow-up reported cases and do the needed to close them
• Maintain timely-manner practices in resolving customer complaints
• Meet regularly with team members to evaluate and direct them accordingly

Requirements