Job Role:
The Service Support Lead is responsible for driving customer satisfaction and supporting the day-to-day technical and e-commerce operations of our customers. This role includes overseeing support for Shopify applications developed by us, ensuring efficient resolution of customer issues, and contributing to the company’s growth by maintaining high standards of service and support.
Skills and Knowledge
|
| Customer Service Excellence: Deep understanding of customer service principles and practices, with the ability to resolve complex customer issues effectively. |
| Technical Expertise: Strong knowledge of e-commerce platforms, particularly Shopify, and the ability to troubleshoot technical issues. |
| Leadership and Team Management: Ability to lead a service support team, ensuring high performance and continuous improvement in service delivery. |
| Financial Management: Proficiency in budgeting, forecasting, and tracking department costs and revenue. |
| Data Analysis: Competence in analyzing customer feedback and support data to identify trends and areas for improvement. |
| Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical customers. |
| Change Management: The ability to effectively manage change, such as implementing new processes or systems, while minimizing disruption. |
Duties:
- Customer Issue Resolution: Ensure timely and effective resolution of customer inquiries and technical issues related to e-commerce operations and Shopify applications.
- Team Leadership: Manage and support the service support team, fostering a culture of excellence and continuous learning.
- Customer Relationship Management: Build and maintain strong relationships with customers, understanding their needs and ensuring their success.
- Quality Assurance: Monitor and evaluate the quality of support provided, implementing improvements as necessary.
- Training and Development: Oversee the training and development of the service support team, ensuring they have the necessary skills and knowledge.
- KPI Management: Monitor key performance indicators for service support, including response time, resolution rate, and customer satisfaction scores.
- Regularly review and enhance policies, processes, and procedures, always keeping customer success and satisfaction as the primary goal.
|
