Customer Support Team Leader (New Jersey, Remote)
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Job Location:
Jersey, NJ - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Fiverr is looking for a dynamic high-performing team leader who thrives in fast-paced environments to lead our Customer Support team. If you are an experienced Customer Support Professional Team Leader who enjoys communicating helping others and providing long-term solutions to your customers then this is the role for you. Our Support team quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Fiverr works.
Fiverr is the worlds largest freelance marketplace platform It. buyers and sellers through gigs in a massive range of more than 700 categories. Buyers can approach sellers by searching for services and clicking on various gigs and Fiverr may automatically match sellers and buyers too. There are over 4 million customers in a 160 countries. Check us out at
Location: This position is based in New Jersey (remotely) with travel to the NY office occasionally.
What am I going to do:
- Improve the overall customer support experience of Fiverr
- Recruit hire coach and develop customer service agents
- Analyze KPIs and metrics to improve overall performance of team
- Evaluating performance using key metrics (accuracy adherence call waiting times)
- Monitor team performance and report on metrics
- Evaluate the quality of tickets and chats coach the team towards continuous improvement
- Take ownership of customer issues and follow problems through to resolution
- Set a clear mission and deploy strategies to measure success
- Develop procedures policies and standards
- Analyze statistics and compile accurate reports
- Collaborate with other teams to share customer insights provide feedback on product features and ensure a seamless customer experience across all touchpoints.
Equal opportunities:
At Fiverrr we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race color religion sex sexual orientation citizenship national origin disability Veteran status or any other characteristic protected by addition Fiverr will provide accommodation to individuals with disabilities or a special need.
Requirements:
- At least 2 years of customer support team management experience a must with virtual experience preferred
- Team player - Ability to work well with other team leaders and shift managers to achieve our goals
- Excellent communication and leadership skills
- Familiarity with customer support platforms and ticketing/chat systems (Zendesk and Jira)
- Experience with AI tools to improve the customer experience and support processes
- Experience with training and coaching team members
- Developed and implemented process improvements to increase efficiency
- Excellent knowledge of performance metrics
- Experience with evaluating the quality of tickets and chats
- Analytical and proven ability to build reports
- Excellent time management skills
Key Skills
- Active Directory
- Information Technology
- End user
- Deskstops
- OS
- Windows
- Access Pionts
- Asset Management
- SCCM
- VPN
- Troubleshoot
- Computer information system
- hardware
- Technical Support
About Company
Our mission is to change how the world works together. We started with the simple idea that people should be able to buy and sell digital services in the same fashion as physical goods on an e-commerce platform. On that basis, we set out to design a digital marketplace that is built w ... View more
