Related skills
slack qa coaching zoom csat📋 Description
- Lead 12–20 person CS team across chat, email, phone, SMS.
- Remove barriers, coach, and set pace for excellence daily.
- Provide real-time guidance and first-contact CS support.
- Monitor metrics and CSAT; share daily performance updates.
- Run huddles and onboarding for new hires.
- Handle escalations with calm, customer-first decisions.
🎯 Requirements
- 3+ years in multi-channel customer service (email, chat, phone).
- 1+ year as senior team member or informal leader.
- Strong knowledge of customer support processes; handle escalated cases.
- Excellent written and verbal communication; customer-first.
- High emotional intelligence; calm under pressure.
- Strong organizational skills; manage time and team tasks.
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