Team Leader, Customer Experience

As a Team Leader, Customer Experience at Zip, you will mentor a team of 10-13 specialists, manage their performance, and ensure the achievement of key performance indicators. You’ll handle customer escalations, oversee onboarding of new team members, and contribute to various operational improvement projects, enhancing both customer satisfaction and internal processes.

To be successful as a Team Leader, Customer Experience at Zip, you should have 3-5 years of experience in a similar role within a contact center environment. Strong communication skills, detail-oriented approach, and the ability to display empathy towards both customers and colleagues are essential, along with experience in managing teams and implementing development plans.

As a Team Leader, Customer Experience at Zip's Sydney office, you’ll enjoy a hybrid work arrangement, balancing between the modern Circular Quay head office and remote work. You will be part of a supportive culture that values collaboration, accountability, and professional growth in an innovative digital finance setting.

Zip is committed to supporting the career growth of Team Leaders in Customer Experience through various initiatives. You'll have access to professional training, leadership development opportunities, and regular feedback practiced within the team environment, allowing you to enhance your leadership skills and adapt to the evolving needs of the business.

Team Leaders, Customer Experience at Zip benefit from various wellness and support initiatives, including an annual wellness allowance, access to mental health resources, and team social events. You’ll also enjoy perks like the flexibility of hybrid work, free daily breakfast, and exciting opportunities for personal and professional growth.

When mentoring a team, I focus on creating an open and supportive environment where team members feel comfortable sharing ideas and challenges. I prioritize regular one-on-one meetings to provide personalized guidance, set clear expectations, and encourage continuous feedback to foster growth.

In my previous roles, I dedicated significant time to analyzing performance metrics such as first-touch resolution rates and average handling times. By regularly reviewing these metrics with the team, we could identify strengths and areas for improvement, which helped us implement actionable strategies that led to enhanced customer satisfaction.

When managing customer escalations, I emphasize the importance of listening and understanding the customer's perspective. I work closely with my team to ensure we provide timely resolutions while also leveraging our shared knowledge to prevent similar issues in the future.

I utilize both data analysis and team feedback to pinpoint inefficiencies. Regularly reviewing customer feedback, performance data, and conducting team brainstorming sessions allow us to identify opportunities for improvement, helping us adapt and enhance our processes continually.

Supporting a struggling team member begins with open communication. I would schedule a private meeting to understand their challenges better and provide tailored support, whether through additional training, mentorship, or adjustments to their workload, ensuring they feel valued and capable of contributing.

To ensure KPI achievement, I hold regular performance reviews and set clear, achievable goals for my team. I encourage team collaboration to share best practices, provide ongoing training, and utilize tools that allow real-time tracking of our KPIs, ensuring we stay on target.

Feedback is vital in my leadership style, as it fosters growth. I encourage a 360-degree feedback approach, where team members provide and receive constructive input. This creates a culture of openness and continuous improvement, enabling us to adapt and excel as a team.

I believe both aspects are interconnected. I prioritize setting individual development goals alongside team performance objectives. By recognizing individual strengths and aligning them with team goals, I can facilitate a supportive path for personal growth while maintaining high team performance.

In a previous role, my team identified a bottleneck in our response time. By collaboratively redesigning our workflow and implementing new tools, we reduced response times by 30% while improving overall customer satisfaction. This was a significant team effort that showcased our ability to innovate and adapt.

The most important quality for a Team Leader in Customer Experience is empathy. Understanding both customer needs and team members' challenges fosters a supportive environment that leads to improved service delivery. It’s about building trust and ensuring everyone feels heard and valued.