Customer Support Lead

Are you a dynamic leader with a passion for customer support and expertise in Zendesk/Chatbot?

At Workwize, we’re looking for a Customer Support Team Lead to oversee our international remote team and enhance our customer support operations. If you excel at managing teams, optimizing processes, and leveraging Zendesk, this role is for you!

Workwize: Impacting the world by enabling the hybrid/remote working model. 

Hybrid working has become the new norm, and it’s here to stay. 
At Workwize, we empower companies to connect with their employees by providing the right tools and equipment to ensure their success. Through our centralized platform, we streamline the process of provisioning, maintaining, and managing remote and hybrid office equipment and services. Our mission is to help forward-thinking companies unlock their growth potential and make a tangible impact on the world. Join us in shaping the future of work today!

About the Role:

As the Customer Support Lead, you will ensure top-tier service for our users while continuously improving their experience. You will manage daily operations, drive team performance, and implement innovative solutions to enhance service quality.
Reporting to the Customer Support Manager, you will collaborate with the product and operations teams to integrate customer feedback and improve our platform.

Key Responsibilities:

1. Team Management & Performance:

• Manage the team (Currently 7 agents based in Philippines and South Africa, to be grown)

• Hire and train new agents in various geographies

• Review performance of the team and of agents based on defined KPIs

• Manage quality assurance to recognize high performance and design targeted improvement plans
  

2. Issue Escalation & Resolution:

• Being second line of resolution for ticket escalations

• Diagnose and resolve common team challenges

• Analyze customer feedback to identify and share to Customer Support Manager
  

3. Operational Efficiency on Zendesk:

• Oversee Zendesk's ways of working and highlight improvements

• Present feedback to Customer Support Manager for process improvement