Customer Support Lead
2024-09-12
Philippines
Panoptyc
About The Company
Panoptyc uses (https://panoptyc.com/) AI and manual review to detect theft at over 15,000 markets in the US. We serve Fortune 500 companies and SMBs alike. Our fully remote team has grown rapidly and we're looking to expand our team with top talent from around the world.
What We're Looking For
A professional who is responsible for overseeing and optimizing the customer support processes, improving operational efficiency, and ensuring high-quality customer service delivery. This role involves streamlining processes, strategic planning, data analysis, project management, and cross-departmental collaboration to enhance the overall customer experience.
Tasks and Responsibilities
Team Leadership:
Manage and motivate the customer support team
Conduct performance reviews and training sessions
Operational Efficiency:
Streamline and optimize customer service processes
Implement and manage customer service tools
Strategic Planning:
Develop and execute strategies to improve customer service operations
Collaborate with other departments to enhance customer experience
Customer Service Oversight:
Ensure high-quality customer service
Handle escalated customer support issues and update policies
Data Analysis and Reporting:
Analyze customer feedback and operational data
Prepare and present performance reports
Project Management:
Lead and manage customer support-related projects
Coordinate with stakeholders and track progress
Compliance and Quality Assurance:
Ensure compliance with policies and regulations
Conduct audits and implement improvements
Innovation and Improvement:
Stay updated with industry trends
Foster a culture of continuous improvement and innovation
Job Details
Full-time status (40 hours per week)
Able to work during US Eastern time zone
Compensation
Hourly rate of $8.00 USD
Panoptyc uses (https://panoptyc.com/) AI and manual review to detect theft at over 15,000 markets in the US. We serve Fortune 500 companies and SMBs alike. Our fully remote team has grown rapidly and we're looking to expand our team with top talent from around the world.
What We're Looking For
A professional who is responsible for overseeing and optimizing the customer support processes, improving operational efficiency, and ensuring high-quality customer service delivery. This role involves streamlining processes, strategic planning, data analysis, project management, and cross-departmental collaboration to enhance the overall customer experience.
Tasks and Responsibilities
Team Leadership:
Manage and motivate the customer support team
Conduct performance reviews and training sessions
Operational Efficiency:
Streamline and optimize customer service processes
Implement and manage customer service tools
Strategic Planning:
Develop and execute strategies to improve customer service operations
Collaborate with other departments to enhance customer experience
Customer Service Oversight:
Ensure high-quality customer service
Handle escalated customer support issues and update policies
Data Analysis and Reporting:
Analyze customer feedback and operational data
Prepare and present performance reports
Project Management:
Lead and manage customer support-related projects
Coordinate with stakeholders and track progress
Compliance and Quality Assurance:
Ensure compliance with policies and regulations
Conduct audits and implement improvements
Innovation and Improvement:
Stay updated with industry trends
Foster a culture of continuous improvement and innovation
Job Details
Full-time status (40 hours per week)
Able to work during US Eastern time zone
Compensation
Hourly rate of $8.00 USD