[Remote] Customer Support Team Leader (New Jersey, Remote)

Note: The job is a remote job and is open to candidates in USA. Fiverr is the world's largest freelance marketplace platform, seeking a dynamic team leader for their Customer Support team. The role involves improving customer support experiences, recruiting and developing agents, and analyzing performance metrics to enhance team efficiency.


Responsibilities

  • Improve the overall customer support experience of Fiverr
  • Recruit, hire, coach and develop customer service agents
  • Analyze KPI’s and metrics to improve overall performance of team
  • Evaluating performance using key metrics (accuracy, adherence, call waiting times)
  • Monitor team performance and report on metrics
  • Evaluate the quality of tickets and chats, coach the team towards continuous improvement
  • Take ownership of customer issues and follow problems through to resolution
  • Set a clear mission and deploy strategies to measure success
  • Develop procedures, policies, and standards
  • Analyze statistics and compile accurate reports
  • Collaborate with other teams, to share customer insights, provide feedback on product features, and ensure a seamless customer experience across all touchpoints

Skills

  • At least 2 years of customer support team management experience a must, with virtual experience preferred
  • Team player - Ability to work well with other team leaders and shift managers to achieve our goals
  • Excellent communication and leadership skills
  • Familiarity with customer support platforms and ticketing/chat systems (Zendesk and Jira)
  • Experience with AI tools to improve the customer experience and support processes
  • Experience with training and coaching team members
  • Developed and implemented process improvements to increase efficiency
  • Excellent knowledge of performance metrics
  • Experience with evaluating the quality of tickets and chats
  • Analytical and proven ability to build reports
  • Excellent time management skills

Company Overview

  • Fiverr is a freelance services center that offers a marketplace for creative and professional services. It was founded in 2010, and is headquartered in Tel Aviv, Tel Aviv, ISR, with a workforce of 501-1000 employees. Its website is https://www.fiverr.com.

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