Support Team Lead

3 weeks ago

Wales, United Kingdom Kasha Full time

Kasha.io is a leading global payment solution provider, headquartered in the Abu Dhabi Global Market (ADGM). Our platform empowers businesses to seamlessly connect with customers worldwide, enabling them to accept payments in local currencies and through preferred payment methods.

Mission and Vision

Our mission is to simplify global transactions and help businesses break borders, fostering growth and expansion. We envision a world where payment barriers are eliminated, making it effortless for businesses to reach a global audience.

Join us in our mission to break payment barriers and achieve global success.

About the Role:

We are looking for a results-driven Support Team Lead to manage and mentor a team of customer service representatives in our call center. You will play a key role in delivering exceptional customer experiences by ensuring service excellence, team development, and operational efficiency.

Key Responsibilities:

Team Management:

  • Lead, mentor, and support a team of call center agents.
  • Set clear performance expectations and provide regular coaching and feedback.
  • Conduct one-on-one meetings, performance reviews, and development plans.

Operational Oversight:

  • Monitor daily operations and ensure team adherence to service level agreements (SLAs).
  • Manage team schedules, shifts, and attendance to maintain optimal service coverage.
  • Ensure timely and accurate handling of customer queries, complaints, and escalations.

Performance and Quality Monitoring:

  • Track and analyze key performance indicators (KPIs), including first-call resolution, customer satisfaction, and average handling time.
  • Conduct regular quality checks and call audits to ensure service quality.
  • Create and implement action plans to improve individual and team performance.

Customer Service Excellence:

  • Foster a customer-focused culture that emphasizes service excellence.
  • Address escalated customer issues and ensure timely resolution.
  • Implement processes and workflows to improve customer experience.

Reporting and Communication:

  • Prepare and present team performance reports to senior management.
  • Communicate business updates, process changes, and customer feedback to team members.
  • Collaborate with other departments to resolve operational issues and improve processes.

Qualifications and Skills:

Experience:

  • Proven experience in a team lead or supervisory role in a call center or customer support environment.
  • Strong background in customer service and team management.

Technical Skills:

  • Proficiency with customer service management systems (e.g., CRM, ticketing systems).
  • Familiarity with call center metrics, reporting tools, and quality assurance processes.

Leadership and Interpersonal Skills:

  • Strong leadership and motivational skills.
  • Excellent communication, problem-solving, and decision-making abilities.
  • Ability to manage conflict, handle pressure, and resolve team or customer issues effectively.

Education:

  • Bachelor’s degree in Business, Management, or a related field (preferred but not mandatory).

Benefits:

  • Competitive salary and commission structure
  • Paid time off and holidays
  • Professional development opportunities
  • Flexible working arrangements, including remote work options

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience

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