Customer Support Lead

About The Company

Panoptyc uses AI and manual review to detect theft at over 15,000 markets in the US. We serve Fortune 500 companies and SMBs alike. Our fully remote team has grown rapidly and we're looking to expand our team with top talent from around the world.

What We're Looking For

A professional who is responsible for overseeing and optimizing the customer support processes, improving operational efficiency, and ensuring high-quality customer service delivery. This role involves streamlining processes, strategic planning, data analysis, project management, and cross-departmental collaboration to enhance the overall customer experience.

Tasks and Responsibilities

• Team Leadership:

  • Manage and motivate the customer support team

  • Conduct performance reviews and training sessions

• Operational Efficiency:

  • Streamline and optimize customer service processes

  • Implement and manage customer service tools

• Strategic Planning:

  • Develop and execute strategies to improve customer service operations

  • Collaborate with other departments to enhance customer experience

• Customer Service Oversight:

  • Ensure high-quality customer service

  • Handle escalated customer support issues and update policies

• Data Analysis and Reporting:

  • Analyze customer feedback and operational data

  • Prepare and present performance reports

• Project Management:

  • Lead and manage customer support-related projects

  • Coordinate with stakeholders and track progress

• Compliance and Quality Assurance:

  • Ensure compliance with policies and regulations

  • Conduct audits and implement improvements

• Innovation and Improvement:

  • Stay updated with industry trends

  • Foster a culture of continuous improvement and innovation

Job Details

• Full-time status (40 hours per week)

• Able to work during US Eastern time zone

Compensation

• Monthly rate of $1,400.00 to $1,700.00 USD (depending on experience).

Location

• Remote, Philippines

Type

• Full time

Department

• Customer Support