Customer Support Team Lead (remote)
WHIZZ, Ecuador
Job Description
At Whizz, we are on a mission to revolutionize the transportation industry for delivery drivers. We believe that everyone deserves the opportunity to access reliable and convenient mobility solutions, regardless of their financial or credit history. Whether a driver is just starting out in the delivery industry or is looking to upgrade their current bike, we are here to help them achieve their goals and make their life easier.
We are seeking a dedicated customer support team leader to provide guidance and supervision to our sales and support representatives, ensuring exceptional service delivery and customer satisfaction.
Why Whizz?
We’re growing by 10-15% MoM along with increasing our margins
Ambitious team committed to building something extraordinary
Unlimited growth opportunities your success is our success
Responsibilities:
- Lead and inspire a remote team of sales and support representatives, guiding them towards achieving sales targets and providing outstanding customer support.
- Oversee the handling of incoming leads, coordinating efforts to convert leads into satisfied customers through phone calls and chat interactions.
- Effectively assign tasks among team members, prioritizing workload to ensure timely responses to customer inquiries and needs.
- Continuously refine sales scripts and strategies, implementing innovative techniques to optimize lead conversion and enhance customer engagement.
- Maintain a comprehensive knowledge base in Notion, regularly updating it with relevant information and resources to the team members.
- Manage software settings, including phone call software, chat platforms, and CRM system to streamline operations and maximize efficiency.
Requirements
- 2-3 years of experience in sales or customer support, with proven success in a supervisory or leadership role.
- Demonstrated ability to effectively manage teams, providing motivation, guidance, and coaching to achieve collective goals.
- Analytical skills, with the ability to interpret data and performance metrics.
- Fluency in English is essential (at least C1 - Advanced level). Proficiency in Spanish is considered a significant advantage.
- Availability to work within the New York time zone schedule (9 am - 6 pm New York time).
Benefits
- Competitive fixed salary supplemented with performance-based bonuses.
- The flexibility to work remotely, providing autonomy and work-life balance.
- An opportunity to join a dynamic and innovative US-based company, collaborating with a team of highly skilled professionals dedicated to excellence.