Related skills
qa coaching zendesk slas📋 Description
- Lead people leadership and culture; hire and grow leaders.
- Run 1:1s, coaching, QA calibrations, and reviews.
- Build hospitality-led team culture with clear ownership.
- Partner with Head of Customer Support & People on capability and retention.
- Drive performance, quality, SLAs, CSAT/NPS, FCR and social response.
- Own workforce planning, rotas, capacity, and intraday management.
🎯 Requirements
- 3–5+ years in high-touch customer support; 2+ years managing leads.
- Proven multi-channel improvements in SLA, QA, CSAT/NPS, FCR.
- Experience in workforce planning, rotas, intraday management.
- Strong people leader; coaching and developing leaders.
- Data-driven with forecasting, metrics, dashboards; turn data into action.
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