Customer Support Team Lead - GDx

📋 Description

• • As a Customer Support Team Lead for GDx at Skelar AS, you will be instrumental in shaping and scaling a critical customer-facing function within one of our successful international tech businesses. This is a unique opportunity to move beyond routine task management and directly influence product development and overall business success. You will lead a team of 20 customer support professionals, overseeing operations across email, chat, telephony, and social media channels, while also managing a dedicated Quality Control (QC) function.
• • Your primary responsibility will be to conduct a thorough audit of existing customer support processes, identifying key areas for enhancement and implementing strategic improvements. This will involve not only optimizing current workflows but also forecasting future support needs based on various business drivers such as marketing traffic, user registrations, and payment volumes. This predictive capability is crucial for proactive resource allocation and ensuring seamless customer experiences.
• • A significant aspect of this role will be the planning and execution of substantial team expansion within a short timeframe. You will be responsible for designing the team's structure, defining the hiring process, developing candidate attraction strategies, and ensuring rapid and effective onboarding of new team members. This requires a strategic approach to talent acquisition and team building in a remote environment.
• • You will play a pivotal role in integrating cutting-edge AI tools into our support processes. The goal is to leverage AI to alleviate agent workload during peak hours, thereby improving efficiency and allowing human agents to focus on more complex and high-value customer interactions. This includes exploring and implementing AI-driven solutions for ticket deflection, automated responses, and agent assistance.
• • Furthermore, you will be tasked with automating the QC process and enhancing the current system. This involves analyzing existing QC methodologies, identifying bottlenecks, and implementing technological solutions or process changes to improve accuracy, speed, and effectiveness. The aim is to ensure the highest quality of customer interactions and feedback.
• • Building and nurturing a strong, cohesive team culture is paramount. You will be responsible for planning and conducting team events and team-building activities tailored for a remote workforce. Fostering a sense of community and belonging among team members, regardless of their geographical location, will be a key focus.
• • You will act as a crucial conduit for user feedback, effectively translating customer insights and pain points to various business departments, including product, marketing, and engineering. This feedback loop is essential for driving product improvements and ensuring customer-centricity across the organization.
• • A key performance indicator for your success will be the improvement of our ratings on prominent review sites such as Trustpilot and Sitejabber. This requires a deep understanding of customer satisfaction drivers and the ability to implement strategies that enhance the overall customer experience and brand reputation.
• • This role demands a strategic vision, analytical prowess, and a hands-on approach to leadership. You will be empowered to make significant decisions that impact the customer support function and contribute directly to the business's growth and user value proposition. Your leadership will be vital in navigating the challenges of scaling a global customer support operation and ensuring it remains a competitive advantage for GDx.