Neo Group

Customer Support Team Lead – Italian-Speaking

Neo Group

full-time

Posted on:

Location Type: Remote

Location: Italy

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • - Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
  • - Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
  • - Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
  • - Identify trends and areas for improvement in customer service processes.
  • - Collaborate with other departments to ensure a seamless customer experience.
  • - Assist in the development and implementation of customer support strategies.

Requirements

  • - Proven experience in Customer Support, Service, or Call Center environments.
  • - Solid grasp of essential customer support metrics such as CSAT, SLA, FRT + NRT, HT, and NPS.
  • - Proficient with tools like Intercom, Slack, and Google Workspace.
  • - Outstanding written and verbal communication skills in English.
  • - Comprehensive understanding of customer service operations, including ticketing systems, live chat, email, and phone support.
  • - Analytical approach with the capability to analyze customer service performance metrics and drive enhancements.
  • - Strong problem-solving abilities, with a knack for managing escalations in a professional manner.
  • - Exceptional communication and interpersonal skills, fluent in English (knowing additional languages is a bonus).
  • - **Preferred Qualifications (not mandatory):**
  • - Experience collaborating with global teams across various time zones.
Benefits
  • - Remote work opportunity.
  • - Flexible working schedule.
  • - Salary and bonuses based on your performance.
  • - Learning opportunities.
  • - Career growth prospects.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportservicecall centercustomer support metricsCSATSLAFRTNRTHTNPS
Soft Skills
leadershipmentoringcommunicationproblem-solvinganalytical skillsinterpersonal skillscollaborationcustomer service improvementescalation managementpositive culture