Customer Care Team Leader

This role is primarily focused on guiding, training, coaching and mentoring each member of the team with the end goal to deliver expert customer support to CommPeak's clients. 

• Act as first point of escalation for DID and finance related customer concerns and directly handle customer escalations as needed
• Coordinate and supervise escalations to higher tier or other departments to determine proper and timely solution
• Coordinate closely with Sales, Customer Success, and Carriers team in meeting customer requirements and market demands
• Support the handling of abuse cases with close communication with legal team and third parties
• Manage team's daily activities and overall individual and team performance to ensure established metrics and SLAs are met
• Ensure team members are updated on new products, services, regulations, features, processes, and best practices
• Responsible for overall growth and development of each team member through evaluation, coaching, training, and mentoring
• Recommend, establish, and implement processes, policies, standards and procedures of the business unit
• Help to recruit, train and retain top talents

• Minimum 2 years of supervisory experience in relevant field (Customer Care, Technical Support)
• Knowledge in business process improvement is a big plus
• Proven ability of effective coaching and mentoring
• Strong analytical/critical thinking and decision making skills
• Self-disciplined, self-motivated, and strong organization and time management skills
• Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training
• Excellent communication skills, both written and verbal, with the ability to communicate technical terminologies effectively and in a comprehensible manner both to clients and colleagues

• Great career growth opportunity to develop within the Company
• Learning culture- We invest greatly in learning and developing professional and personal skills
• Working in a truly international team on truly international and multi-regional projects
• Private health insurance with dependent
• Hybrid work set-up
• Internet allowance during Work From Home