Customer Service Team Lead
India
Customer Success /
Full-time /
Remote
About doola: doola is a dynamic company committed to simplifying the complexities of business formation, payment setup, compliance, taxes, and more. We empower entrepreneurs and businesses of all sizes to navigate the intricate landscape of financial and regulatory requirements with ease, allowing them to focus on what truly matters - building and growing their ventures.
Job Description
- As a Customer Service Team Lead at Doola, you will play a crucial role in ensuring our clients receive outstanding support and service. You will lead a team of customer service representatives, guiding them to deliver exceptional assistance to our clients. Your leadership, problem-solving skills, and dedication to customer satisfaction will be key in fostering a positive and efficient service environment.
Responsibilities:
- Lead and mentor a team of customer service representatives, providing guidance, support, and performance feedback.
- Develop and implement effective customer service procedures, policies, and standards.
- Ensure that customer inquiries, issues, and complaints are handled promptly, professionally, and in accordance with company policies.
- Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance service quality.
- Collaborate with other departments to resolve complex customer issues and improve service delivery.
- Conduct regular team meetings to communicate updates, share best practices, and promote a collaborative environment.
- Train and onboard new team members, ensuring they have the necessary knowledge and skills to succeed.
- Manage and resolve escalated customer issues, ensuring a satisfactory resolution.
- Provide weekly reports on team performance, key issues, and customer feedback to management.
- Stay informed about industry trends, regulations, and best practices to continuously improve the customer service experience.
Requirements
- Bachelor’s degree in business, communication, or a related field.
- Proven experience in a customer service leadership role.
- Strong understanding of business formation, payment processing, compliance, and tax requirements is a plus.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with both clients and team members.
- Exceptional organizational skills and attention to detail.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Proficiency in using CRM software and other relevant tools.
- Self-motivated with a proactive approach to problem-solving.
- Experience working in a remote or virtual environment is a plus.
Why Join Us
- Opportunity to work with a dynamic and innovative company at the forefront of the industry.
- Collaborative and supportive team environment with opportunities for growth and development.
- Flexibility to work remotely from anywhere with a stable internet connection.
- Competitive compensation package with performance-based incentives.
If you are passionate about delivering exceptional customer service and possess the leadership skills and experience outlined above, we want to hear from you! Join us at Doola and be part of a team dedicated to simplifying the path to business success. Apply now by sending your resume and a cover letter outlining your qualifications and why you are the ideal candidate for this position.
