What You’ll Do...

• Lead and inspire a team of customer success specialists, guiding them to exceed performance expectations and deliver exceptional support.
• Proactively generate and distribute reports to relevant stakeholders, keeping everyone informed and aligned.
• Maintain high-quality standards by monitoring transactions and ensuring adherence to QA guidelines.
• Drive performance excellence by ensuring agents meet daily, weekly, and monthly KPIs.
• Act as the frontline escalation point for challenging customer situations, providing timely resolutions and support.
• Collaborate with cross-functional teams to swiftly address operational issues impacting team performance.
• Stay on top of schedules and ensure adherence, keeping operations running smoothly.
• Conduct monthly performance assessments for Customer Success Specialists, providing constructive feedback and coaching.
• Host regular one-on-one meetings with agents to communicate feedback and updates, fostering growth and development.
• Conducted pre- or post-shift meetings to align on achievements, targets, and new initiatives.
• Conduct annual assessments of team members' performance, ensuring continuous improvement.
• Monitor incoming call queues and performance metrics in real time to optimize efficiency.
• Effectively communicate any workforce changes or scheduling adjustments to the team.
• Manage staffing schedules and address absenteeism to maintain operational efficiency.
• Adhere to monitoring schedules and quotas to ensure quality standards are met.
• Ensure operational dashboard-related KPIs are communicated and understood by the team.
• Uphold end-user privacy policies set by Sylndr, ensuring compliance within the team.
• Enforce Sylndr policies and apply appropriate penalties when necessary to maintain standards.

Who You Are ?

• Previous experience in a customer service role showcasing a consistent record of delivering exceptional customer support.
• Demonstrated leadership or supervisory experience, preferably within a rapidly growing startup environment in E-commerce or Fintech.

Functional Level

• Proficiency in numerical and operational concepts.
• Familiarity with CRM systems to enhance customer interactions and operational efficiency.
• Strong understanding of organizational policies and procedures.
• Ability to recognize and comprehend key performance metrics.

Business Level

• Aptitude for making informed decisions and engaging in business negotiations.
• Ability to translate strategic plans into actionable objectives.
• Effective communication of the company's vision to stakeholders.

Interpersonal Level

• Exceptional leadership, communication, fairness, influence, and ownership skills.
• Adaptability to change and embracing a dynamic work environment.
• Efficient time management and task prioritization abilities.
• Results-oriented mindset with a commitment to maintaining high-quality standards.
• Proficiency in problem identification, analysis, and effective solution implementation.
• Maximization of resource utilization to achieve desired outcomes.