Fiverr

Customer Support

• Improve the overall customer support experience of Fiverr
• Recruit, hire, coach and develop customer service agents
• Analyze KPI’s 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.

Customer Support Team Leader