Job Responsibilities:
Oversee the customer service team’s daily text-based support, ensuring all questions and concerns are handled promptly and effectively.
Step in to resolve complex or escalated customer complaints, keeping satisfaction high and setting the standard for service quality.
Act as the main point of contact between the customer service team and other departments, driving clear communication to resolve issues completely.
Lead collaboration with cross-functional teams to fix platform issues and improve services, with a constant focus on boosting customer happiness.
Mentor and guide team members, supporting new hire training and delivering ongoing coaching to help everyone grow.
Requirements:
3-5 years of Customer Service experience, including at least 1 year in a senior or lead role.
Ability to work flexibly across a 24/7 shift arrangement and support team scheduling.
Strong communication and coordination skills, with a proven ability to...