Customer Service Team Lead Role Overview This is an exceptional opportunity to take on a leadership position in our customer service team. As the Customer Service Team Lead, you will be responsible for managing and training customer service specialists, ensuring high-quality service delivery and customer satisfaction. Key Responsibilities: Customer Service: - Lead and motivate the customer service team to foster a positive and productive work environment. - Monitor team performance and customer interactions to ensure adherence to service standards and quality assurance metrics. - Handle tough customers and complaints, provide effective resolutions, and maintain customer satisfaction. Process Improvements: - Assist with inquiries via phone and email, maintaining professionalism and empathy in every interaction. - Develop and implement customer service policies, procedures, and best practices to enhance operational efficiency. - Analyze customer cases, support metrics, and service trends to identify areas for improvement and implement actionable solutions. Internal Processes: - Collaborate with other departments to address customer needs. - Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions. - Conduct regular training sessions and workshops to enhance the skills and knowledge of customer service specialists. - Prepare and present reports on team performance, customer feedback, and service improvements. Required Skills and Qualifications: - Proven experience in a customer service management role, preferably in a technology or sports industry. - A bachelor's degree in a relevant field such as Administration, Communication, or Management is preferred. Alternatively, candidates with at least four years of experience in a related field will also be considered. Benefits: - Strong leadership and team management skills, with a track record of developing high-performing teams. - Proficiency in both Spanish and English, as the role involves supporting customers in both languages. - Familiarity with sports technology, particularly golf, baseball, or similar fields. - Ability to analyze data and metrics to drive performance improvements and operational efficiency. - Excellent communication skills, both verbal and written, with a friendly, customer-centric attitude. Tech Requirements: - Proficiency in ticketing software such as Zendesk. - Proficiency with the Windows OS and general knowledge of computer systems; additional understanding of networking systems is a plus. - General knowledge of technologies, including TVs, Projectors, Monitors, Laptops, and Mobile Devices. - Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information.