ZayZoon

Customer Support

• Lead a team of Customer Care employees focused on customer success and operational KPIs
• Monitor customer service performance at agent and team levels
• Conduct 1:1s, coaching sessions, team meetings, and provide real-time feedback
• Establish and manage individual and team goals and objectives
• Assist with reports on support performance and conversation details
• Monitor Customer Care queues and assign resources to meet targets
• Coordinate and lead new-hire Customer Care training
• Own escalated customer communications through resolution
• Provide input on holiday, time-off, and day-to-day scheduling
• Deliver KPI and metrics projects and continuously improve infrastructure
• Collaborate cross-functionally with Revenue Operations, Customer Success, Product, Sales, and Marketing
• Apply product and industry knowledge to improve operational efficiency across processes, tooling, automation, and outsourcing

Team Lead, Customer Care