Customer Service Lead

We are seeking a results-driven Customer Service Lead to supervise our client's operations team handling live customer interactions and partner/vendor communications. This role will be responsible for overseeing multi-channel customer support, ensuring service quality and SLA compliance, and coaching team members to deliver seamless, accurate, and timely service to clients.

Responsibilities

• You will supervise and support a team of agents responsible for handling multiple live chats from clients regarding their service requests.
• You will manage email, chat, and voice communications with external partners and vendors.
• You will oversee the processing and confirmation of client transactions and requests with high accuracy.
• You will ensure team members follow detailed instructions and adhere to operational guidelines.
• You will monitor and maintain service quality to meet or exceed team KPIs and SLAs.
• You...