Elevate your career at Bells of Steel as a Customer Support Team Lead, focusing on team operations and escalated customer issues. This role is remote-first, based in Calgary.
As a pivotal Customer Support Team Lead, you’ll manage the daily operational flow while setting the tone for customer interactions. The role emphasizes coaching representatives in real time and dealing with escalated situations directly. You not only ensure smooth onboarding but also provide valuable insights to improve service quality while being closely tied to our product culture.
Key Responsibilities:
• Direct daily operations, ensuring smooth team workflow
• Handle escalations and manage complex customer interactions
• Coach team members through challenging scenarios
• Train and onboard new support representatives
• Document and escalate reoccurring issues to management
Requirements:
• 3+ years in customer support, ideally in online retail
• At least 1 year in a leadership role