Madix, Inc

Customer Support

• People leader not an individual contributor
• Can do CSR role but no direct responsibilities to customers.
• Able to jump in only if needed
• Dealing with any unresolved issues beyond a CSR role’s capabilities
• Lead 1:1’s, work balancing, training, culture execution, onboarding new customers
• Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
• Inspiring team members & motivating them to reach individual & team goals
• Keeps team aligned to global KPI’s
• Handles escalations and evaluates team member's performance.
• Preparing & providing feedback on performance & reviews to CS Manager/Director
• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
• Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
• Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
• Creating team-building opportunities
• Fostering positive relationships
• Encourage open communication
• Celebrating team successes

Customer Service Lead