Fiverr

Customer Support Team Leader

Fiverr

full-time

Posted on:

Location Type: Hybrid

Location: New Jersey • New Jersey • United States

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Job Level

Senior

About the role

  • 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.

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
Benefits
  • Equal opportunities
  • Diversity and inclusion initiatives
  • Accommodation for individuals with disabilities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support team managementperformance metrics analysisprocess improvementstraining and coachingreport buildingAI tools for customer experienceticket quality evaluationKPI analysiscustomer support procedures development
Soft Skills
communication skillsleadership skillsteam playertime managementcollaborationcoachingproblem-solvinganalytical skills