Team Leader, Operations

About the Role

This role typically manages a team of Individual Contributor co-workers. Positions on this level are expected to significantly improve day-to-day activities/processes. Decisions are of an operational nature within a defined scope.

Key Responsibilities

• General Customer Service: Includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers.
• Remote Customer Service: Providing customer service and support via phone, online chat, or text.
• Call center-based customer support in response to a high volume of low complexity inquiries.
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries.
• Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility.
• Acting as liaison between customers, production, and distribution departments related to specific customer orders.
• Providing technical and non-technical customer support in a walk-in service center.
• Manages and oversees the implementation of short-term activities within the team.
• Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product.

Requirements & Tech Stack

• Comprehensive knowledge of the specific discipline or the broader area in which the position operates.
• Ability to generate and initiate own workload without needing instructions or guidelines.
• Focuses on professional excellence.

Qualifications

• Incumbents matching to this specialization are not compensated based on achievement of sales targets.