Customer Support Team Leader

Fiverr is looking for a result-driven Customer Support Team Leader to manage our growing Orlando team. This person will be responsible for monitoring and supervising a team of customer service agents to achieve the organization’s objectives. You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum. You will help create a cohesive team that works efficiently together to maximize the team's potential.

Our work model is hybrid, combining remote and on-site work. This allows us to get things done when and where we are most productive.

Must be able to commute to our downtown Orlando location - 3 days a week

What am I going to do

• Take ownership of customer issues and follow problems through to resolution
• Analyze statistics and compile accurate reports
• Evaluating performance using key metrics (accuracy, adherence, call waiting times)
• Recruit, hire, coach and develop customer service agents
• Evaluate the quality of tickets and chats, coach the team towards continuous improvement
• Analyze KPI’s and metrics to improve overall performance of team
• Develop procedures, policies, and standards
• Improve the overall customer support experience of Fiverr
• Set a clear mission and deploy strategies to measure success
• Collaborate with other teams, to share customer insights, provide feedback on product features, and ensure a seamless customer experience across all touchpoints.
• Monitor team performance and report on metrics

What are the qualifications

• Team player - Ability to work well with other team leaders and shift managers to achieve our goals
• Familiarity with customer support platforms and ticketing systems (zendesk and Jira)
• Excellent time management skills
• Experience with training and coaching team members
• Analytical and proven ability to build reports
• Experience with evaluating the quality of tickets and chats
• Strong communication and leadership skills
• At least 2 years of customer support team management experience a must
• Excellent knowledge of performance metrics
• Develop and implement process improvements to increase efficiency