As our Customer Support Team Lead, you are the guardian of our customers’ experience and the mentor of our front-line heroes. Your mission is to lead a high-performing, international team to ensure every customer interaction is as refreshing as our scents. You won’t just manage tickets; you will drive excellence through data, empathy, and strategic leadership.
What You’ll D
- oLead & Mentor: Oversee and inspire a diverse, international support team, fostering a culture of empathy and continuous improvement
- .Monitor Performance: Track and analyze key metrics and KPIs (CSAT, FRT, Resolution Rate) to ensure the highest standards of service
- .Operational Excellence: Supervise daily workflows across email, chat, and social media, ensuring the team meets its goals efficiently
- .Strategic Insights: Identify recurring trends and pain points, providing actionable feedback to internal teams to enhance the overall customer journey
- .Problem Solving: Act as a point of escalation for complex customer challenges, resolving them with care and professional judgment
- .Process Optimization: Collaborate with leadership to refine support processes and implement tools that scale with our growth
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What We’re Looking F
- orProven Leadership: Experience leading or supervising customer support teams, ideally in a remote, e-commerce, or wellness environmen
- t.Data-Driven Mindset: Strong ability to interpret metrics and KPIs to drive team performanc
- e.International Experience: Comfortable managing multicultural teams across different time zone
- s.Communication Mastery: Excellent command of English (written and spoken) with a talent for coaching other
- s.Proactive Attitude: A natural problem-solver who takes initiative and thrives in a fast-paced, remote-first settin
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Why Join DTC Viki
- ngsBe part of a company that has already helped 250,000+ customers across Europe and beyo
- nd.Enjoy the freedom of a remote-first culture, empowering you to build your ideal work-life balan
- ce.Join a fast-growing, mission-driven team that values initiative, creativity, and professional grow
- th.Lead a global effort in spreading wellness and mindfulness worldwi
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