Customer Support Team Lead

3 weeks ago

London, Greater London, United Kingdom HeadX Full time
About HeadX:

We are a dynamic and innovative company that specializes in building online businesses. Our team has over 15 years of experience in the online space, and we have successfully grown and consulted numerous companies to 8-figure brands. Our current eCommerce platform has grown from $0 to $1M/Monthly Revenue in just 6 Months. We are now expanding to the USA and planning global expansion. As a bootstrapped company, we have achieved this growth without any outside investors. Our goal is to reach $100M within a couple of years. We are a result-oriented team that believes in testing, evolving, and adapting to stay ahead. We are open-minded and huge believers in extreme ownership.

What We Offer:
  • Interesting and challenging projects
  • A strong and open-minded team
  • An environment that will push you to grow and evolve
  • Freedom to make decisions and learn from failures
  • A fully remote team with flexible working hours
  • A non-corporate and ever-evolving environment
  • A results-driven and solution-oriented environment
Our Values:
  1. Continuous Improvement - We believe in lifelong learning and implementing new ideas
  2. Extreme Ownership - We take ownership of our decisions and actions
  3. Grit - We are resilient and perseverant in the face of challenges
  4. Performance Driven - We focus on delivering results and outcomes
  5. Integrity - We operate with transparency and empathy
  6. Exceptional Team - We believe in the power of teamwork and collaboration
Job Summary:

We are seeking an experienced Customer Support Team Lead to provide excellent customer service and promote a customer-centric culture throughout the organization. The successful candidate will be responsible for leading a team of customer support agents, developing and implementing customer service strategies, and ensuring that customer satisfaction and loyalty are consistently high.

Key Responsibilities:
  • Lead a team of customer support agents and provide guidance and support as needed
  • Develop and implement customer service strategies to improve customer satisfaction and loyalty
  • Monitor and analyze customer feedback and make recommendations for improvement
  • Collaborate with other departments to ensure seamless customer experience
  • Manage and maintain accurate customer service records
  • Control expenses and meet budgetary controls
Requirements:
  • Fluent in English with business acumen
  • +5 years of experience in customer support, preferably in eCommerce or call center environments
  • +10 years of experience in leadership and team management
  • Experience in developing KPIs, metrics, and dashboards
  • Practical experience using CRM systems and other related tools
  • Experience in sales and sales management
  • Attention to detail and numbers-oriented with business and financial acumen
  • Creative thinking and problem-solving skills
  • Experience in using project management tools and Google Workspace products
Hiring Process:
  • Round 1: Review and evaluate your application
  • Round 2: Practical task/assessment
  • Round 3: HR Interview
  • Round 4: Line Manager's Interview

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