Customer Service Lead

Job Description

Wine.com is hiring a Customer Service Lead. This is a vital role, helping provide leadership infrastructure and support expertise within our Customer Service team. Our Customer Service Leads help the team’s day-to-day operations run smoothly and help provide subject-matter expertise on basic and advanced support issues. In addition to their roles with our daily operations, Customer Service Leads also help own specific areas of advanced support.

Preferred Locations: FL, NY, NJ, NC, OH, TX (Remote role)

Shift: Sunday -Thursday *8:00AM-4:30PM EST*

Responsibilities

- Help oversee the day-to-day functioning of our Customer Service department, including:

o Leading and coaching teams on development opportunities

o Having a positive and professional attitude while leading teams through diversity and change

o Working on elevating processes and will improve the customer experience

o Tracking our various support queues and our staffing for those queues, and ensuring we have the resources needed to hit our response time goals

o Handling customer escalations that need specialized attention and resolution

o Answering agent questions in Teams in a timely and helpful manner

o Flagging and tracking technical and product issues to the necessary internal teams

o Keeping agents updated on key product and operational changes

- Serve as the Lead for 1-2 specialized areas of support (we’ll call these Lines of Business, or LOBs). Within those LOBs, you’ll be responsible for:

o Tracking and helping improve key performance metrics, such as CSAT, response time, and QA scores

o Helping build out our knowledge infrastructure, including training, Knowledge Base, and Zendesk materials

o Assisting agents working in their LOBs, providing help with advanced issues and answering subject-specific questions

o Working cross-functionally as needed with other departments at Wine.com

o Working with our workforce management function to ensure that your LOB is properly staffed

Requirements

- Track record of strong performance at Wine.com, with strong reviews and excellent CSAT and productivity metrics

- Demonstrated ability to learn new areas of support, and perform at a high level within those areas

- Proactive and solution-oriented

- Able to help agents learn basic and advanced support tasks

- Able to multi-task, and to pivot responsibilities as dictated by support volumes

- Strong verbal and written communication skills

- Strong interpersonal skills