Team Lead - Customer Support

The Team Lead - Customer Support at Deblock is responsible for leading a team of Customer Support Agents, ensuring they deliver high-quality service. This includes monitoring KPIs, coaching agents, resolving escalated issues, optimizing support processes, and collaborating with other departments to meet business objectives.

To apply for the Team Lead - Customer Support position at Deblock, candidates typically need proven experience in leading customer support teams in fast-paced industries like FinTech, SaaS, or e-commerce. Expertise in performance management through KPIs and familiarity with customer support software is also essential.

Deblock is committed to the professional development of its Team Lead - Customer Support by providing coaching and mentoring opportunities, as well as access to performance management training. This enables Team Leads to continuously enhance their skills and best practices.

Team Leads in Customer Support at Deblock commonly use customer support tools like Zendesk, Freshdesk, and Intercom to manage customer interactions and monitor team performance effectively.

As a Team Lead - Customer Support at Deblock, you can expect a competitive salary, private dental and health insurance, tech gear for your job, 30 days of paid holidays excluding bank holidays, and the option to work remotely or in the office.

To lead a team effectively, I would set clear performance goals, communicate expectations, provide consistent feedback, and engage in regular coaching sessions to motivate my team. Celebrating successes and recognizing individual contributions also boosts morale.

Yes, in a previous role I encountered an escalated issue where a customer was unhappy with a product malfunction. I listened actively to their concerns, empathized, and offered a swift resolution that exceeded their expectations, thereby turning a potentially negative experience into a positive one.

I believe that key KPIs like customer satisfaction scores, first response times, resolution times, and ticket volume trends are crucial for assessing the overall performance of a customer support team and identifying areas for improvement.

I motivate my team by creating an open and inclusive environment where they feel valued. I also encourage professional development through training opportunities and foster a culture where feedback is used constructively to inspire continuous improvement.

To optimize processes, I assess existing workflows for inefficiencies, integrate automation where appropriate, and solicit team input on bottlenecks. Regular training sessions can also equip the team with the latest skills needed to improve service delivery.

I address conflicts by facilitating open communication among team members to air grievances and find common ground. It's important to mediate the discussion with empathy and focus on collective resolutions that strengthen team dynamics.

I am familiar with various customer support technologies, including Zendesk for ticketing, Freshdesk for collaboration, and Intercom for real-time customer engagement. Leveraging these tools significantly enhances efficiency and response times.

My approach to training new agents involves a structured onboarding program that includes shadowing experienced agents, engaging in role-playing scenarios, and providing comprehensive knowledge about our products and services to ensure they are well-prepared.

I ensure customer feedback is acted upon by creating a systematic process for gathering insights, which includes regular reviews of customer feedback reports. I also involve relevant departments in discussing actionable improvements based on this feedback.

One of the biggest challenges in customer support today is managing high volumes of queries while maintaining a personal touch. Implementing automation where possible can alleviate pressure while ensuring customers still feel valued and heard.