Customer Service Lead

About Prepared Hero

Prepared Hero is an innovative DTC Ecommerce brand dedicated to equipping individuals with high-quality, reliable products for unexpected situations. Our range extends across various categories, ensuring our customers are prepared and confident to face any unforeseen circumstances in their daily lives.

As a trailblazer in the industry, Prepared Hero is committed to providing a seamless, user-friendly shopping experience, ensuring our customers have easy access to our life-saving and convenient products. We stand for readiness, quality, and a customer-centric approach, promising peace of mind and preparedness. Our mission goes beyond transactions; we aim to educate and empower communities to be their own heroes.

Position Overview:

As the Customer Support Team Leader, you will be pivotal in maintaining the highest standards of customer satisfaction and support across various touchpoints. Reporting directly to the Customer Support Manager, you will spearhead a team dedicated to delivering exceptional assistance to our valued customers while seeking ways to increase revenue. Your primary responsibilities will encompass overseeing the day-to-day operations of the customer support team, ensuring prompt and effective resolution of customer inquiries, cultivating a positive and efficient work environment, and increasing revenue.

Requirements

Responsibilities:

• Lead and motivate a team of customer support representatives to achieve departmental goals and objectives. Provide guidance, support, and mentorship to team members to foster professional growth and development.
• Serve as a champion for our customers, advocating for their needs and concerns within the organization. Strive to consistently exceed customer expectations by delivering personalized and timely support solutions that increase customer satisfaction, retention and revenue.
• Act as a point of escalation for complex customer inquiries or complaints, utilizing your expertise and resources to swiftly address and resolve issues to the satisfaction of the customer.
• Monitor team performance metrics, such as response times, resolution rates, customer satisfaction scores, or revenue, and implement strategies to optimize performance and efficiency.
• Collaborate closely with other departments, including Operations, Fulfillment, social media, marketing, etc to communicate customer feedback, identify areas for improvement, and ensure alignment on customer-centric initiatives.
• Facilitate ongoing training sessions and workshops to equip team members with the skills and knowledge necessary to deliver exceptional customer support. Stay abreast of industry best practices and emerging trends in customer service.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or related field preferred.
• 5+ years experience in a customer support role, with a minimum of 4 years in a leadership or supervisory role.
• Language skills: English. Knowledge of German, French, Italian, Czech, or Polish will be an advantage.
• Exceptional interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders at all levels.
• Strong problem-solving abilities and a demonstrated aptitude for managing challenging situations with diplomacy and tact.
• A commitment to delivering a superior customer experience and a passion for driving continuous improvement and growth.

Benefits

Benefits

• Base salary/ hourly rate flexible depending on background and experience
• PTO + Regional Holiday time off
• End-of-year bonus;
• Wellness & workspace budget;
• Fully remote position with a flexible working schedule.