Customer Support Team Leader

As a Customer Support Team Leader at Booksy, you will oversee a team of advisors, guide their work on inbound calls, and ensure that all support channels are effectively managed. You'll set goals for team members, analyze their performance metrics, prepare presentations for management, and drive the team's KPIs. Additionally, you’ll help develop team competencies and resolve customer issues, while introducing innovations to optimize our customer support processes.

To qualify as a Customer Support Team Leader at Booksy, candidates should have at least 3 years of experience in inbound customer service and 2 years in a management role. Strong technical skills, familiarity with customer service metrics, proficiency in Polish at C1 level, and English at B2 level are also essential. Experience with tools like Salesforce and supporting high-value clients is beneficial.

Yes, the Customer Support Team Leader position at Booksy is fully remote! We take pride in our globally distributed team, allowing for a diverse work culture that thrives on collaboration and innovation regardless of location.

Booksy offers a range of benefits for Customer Support Team Leaders, including subsidized private medical care, a multisport card, additional life insurance, subsidized online consultations with psychologists, and access to various wellbeing tools. We’re committed to ensuring our team members enjoy a fulfilling and healthy work-life balance.

At Booksy, we are committed to fostering a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds and strive to provide a fair hiring process. We also offer support for candidates with accessibility needs during the interview process to ensure everyone feels welcomed.

To motivate my team as a Customer Support Team Leader, I would focus on recognizing individual achievements, setting clear and attainable goals, and creating an open environment for feedback. Regular one-on-one check-ins and team-building activities can also foster a supportive and engaged team culture.

In handling difficult customer situations, I assess the issue calmly, actively listening to the customer’s concerns. I then communicate a clear and actionable solution, ensuring they feel heard and valued. Following up for feedback usually helps in rebuilding trust and satisfaction.

I prioritize tasks by assessing their urgency and impact on team performance. I utilize tools to track progress and ensure effective delegation among team members. Regular team huddles can keep everyone aligned and focused on key priorities.

When I implemented a new process for handling customer inquiries, I introduced a tiered resolution system which improved response times significantly. By continuously tracking the outcomes, we saw a 20% increase in customer satisfaction scores over three months.

Key metrics I focus on include the Net Promoter Score (NPS), first response time, resolution rate, and team productivity metrics. These indicators provide valuable insights into both customer satisfaction and team efficiency.

Supporting team members in their career development involves recognizing their strengths and areas for improvement. I would facilitate regular feedback sessions, provide access to training resources, and encourage them to pursue growth opportunities within the company.

Communication is essential for a Customer Support Team Leader. It fosters collaboration within the team, ensures clarity in goals and expectations, and helps in building rapport with customers. Open lines of communication encourage a positive environment where everyone feels comfortable expressing ideas.

I view feedback from upper management as a valuable opportunity for growth. I actively listen to their concerns, analyze their suggestions, and implement necessary changes while keeping my team informed of adjustments to maintain transparency and alignment.

I have used Salesforce extensively to manage customer interactions, track performance metrics, and generate reports. My familiarity with such tools enables me to drive data-informed decisions and improve the customer experience and team's operational effectiveness.

In conflict resolution, I would first facilitate a discussion between the involved parties, encouraging them to express their viewpoints. I aim to foster a collaborative atmosphere to find a mutually agreeable solution, focusing on team cohesion and addressing the underlying issues.