**Experienced Customer Service Team Lead – Seasonal Digital Platform Support**

Are you a seasoned customer service professional with a passion for delivering exceptional experiences to families worldwide? Do you have a proven track record of leading high-performing teams and driving customer satisfaction? If so, we invite you to join our dynamic team as an Experienced Customer Service Team Lead on our seasonal digital family platform. **About Our Company** Our company is a leading provider of digital family platforms, serving millions of users worldwide. We're committed to creating engaging and interactive experiences that bring families closer together. Our platform offers a wide range of features and services, including games, educational content, and community forums. As a key member of our team, you'll play a critical role in ensuring that our customers receive the highest level of service and support. **Job Summary** We're seeking an experienced Customer Service Team Lead to join our team on a seasonal basis. As a Customer Service Team Lead, you'll be responsible for leading a remote team of customer service representatives, developing and implementing customer service policies and procedures, and ensuring that our customers receive exceptional service. If you're a motivated and results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity. **Responsibilities** As a Customer Service Team Lead, you'll be responsible for the following key areas: * **Team Leadership**: Manage a remote team of customer service representatives, providing guidance, coaching, and feedback to ensure that they provide exceptional customer service. * **Customer Service Strategy**: Develop and implement customer service policies and procedures to ensure high customer satisfaction and loyalty. * **Performance Metrics**: Monitor and analyze customer service metrics to identify areas for improvement and implement changes to enhance customer experience. * **Training and Development**: Train and coach the customer service team to improve their skills and performance, ensuring that they have the necessary tools and resources to deliver exceptional service. * **Escalated Issues**: Handle escalated customer service issues and ensure that they are resolved in a timely and effective manner. * **Collaboration**: Collaborate with other departments to improve the customer experience and ensure that our platform meets the evolving needs of our customers. * **Product Knowledge**: Maintain up-to-date knowledge of our company's products and services, ensuring that our customers receive accurate and timely information. **Requirements** To be successful in this role, you'll need to possess the following qualifications and skills: * **Education**: College degree in a relevant field, such as business, communications, or customer service. * **Experience**: 2 to 5 years of experience in customer service, with a proven track record of leading high-performing teams. * **Language Skills**: Fluency in English is required, with proficiency in French, Spanish, or Italian a plus. Bonus languages include Dutch, German, Polish, Czech, Swedish, Norwegian, Finnish, Danish, Portuguese, Romanian, Greek, Hungarian, Slovak, Bulgarian. * **Technical Skills**: Experience with Zendesk and digital family apps is a plus. * **Soft Skills**: Excellent communication and interpersonal skills, with the ability to work independently and manage multiple tasks simultaneously. * **Leadership Skills**: Strong leadership and management skills, with the ability to motivate and inspire a team to deliver exceptional results. **Conditions** This is a seasonal role, with the following conditions: * **Start Date**: As soon as possible. * **End Date**: January 31st, 2025, with the possibility of renewal. * **Hours per Week**: Up to 20 hours per week from February 1 to June 30, up to 30 hours per week from July 1 to August 31, and up to 40 hours per week from September 1 to January 30, with the possibility of overtime hours and nights and weekends based on ticket volumes and team needs. * **Availability**: Must be available from December 21st to December 25th (no holidays planned). * **Location**: Remote, with a requirement to be close to Montreal's Canada time zone. * **Internet Speed**: Must have great internet speed, which will be tested during the recruitment process. **What We Offer** As a valued member of our team, you'll enjoy a range of benefits, including: * **Competitive Salary**: A competitive salary based on your experience and qualifications. * **Opportunities for Growth**: Opportunities for career growth and professional development, with a focus on customer service and leadership. * **Flexible Work Arrangements**: Flexible work arrangements, including remote work options and flexible hours. * **Collaborative Work Environment**: A collaborative and dynamic work environment, with a focus on teamwork and customer satisfaction. * **Recognition and Rewards**: Recognition and rewards for outstanding performance and contributions to the team. **How to Apply** If you're a motivated and results-driven professional with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply for this job