Wine.com is hiring a Customer Service Lead. This is a vital role, helping provide leadership infrastructure and support expertise within our Customer Service team. Our Customer Service Leads help the team’s day-to-day operations run smoothly and help provide subject-matter expertise on basic and advanced support issues. In addition to their roles with our daily operations, Customer Service Leads also help own specific areas of advanced support.
Preferred Locations: FL, NY, NJ, NC, OH, TX (Remote role)
Shift: Sunday -Thursday *8:00AM-4:30PM EST*
Responsibilities
- Help oversee the day-to-day functioning of our Customer Service department, including:
o Leading and coaching teams on development opportunities
o Having a positive and professional attitude while leading teams through diversity and change
o Working on elevating processes and will improve the customer experience
o Tracking our various support queues and our staffing for those queues, and ensuring we have the resources needed to hit our response time goals
o Handling customer escalations that need specialized attention and resolution
o Answering agent questions in Teams in a timely and helpful manner
o Flagging and tracking technical and product issues to the necessary internal teams
o Keeping agents updated on key product and operational changes
- Serve as the Lead for 1-2 specialized areas of support (we’ll call these Lines of Business, or LOBs). Within those LOBs, you’ll be responsible for:
o Tracking and helping improve key performance metrics, such as CSAT, response time, and QA scores
o Helping build out our knowledge infrastructure, including training, Knowledge Base, and Zendesk materials
o Assisting agents working in their LOBs, providing help with advanced issues and answering subject-specific questions
o Working cross-functionally as needed with other departments at Wine.com
o Working with our workforce management function to ensure that your LOB is properly staffed
Requirements
- Track record of strong performance at Wine.com, with strong reviews and excellent CSAT and productivity metrics
- Demonstrated ability to learn new areas of support, and perform at a high level within those areas
- Proactive and solution-oriented
- Able to help agents learn basic and advanced support tasks
- Able to multi-task, and to pivot responsibilities as dictated by support volumes
- Strong verbal and written communication skills
- Strong interpersonal skills
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