Customer Service Team Lead

We run a learning management system that corporate training teams use to assign, track and report on courses. We started in 2000 and have grown to about 170 people. Fully remote, with a team meetup twice a year.

Position summary

The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD. Working hours overlap with Central European Time. You will write a lot of updates, so clear written English is important.

Responsibilities

• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Follow scripts and required disclosures on recorded lines
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone

What you need

• High school diploma or GED
• Must pass a background check
• Able to sit at a workstation and wear a headset for a full shift
• Clear speaking voice and good listening skills

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

The salary range for this role is $25.50 to $31.50 an hour. This range reflects base salary only.

What you get

• Public holidays observed per your country
• Flexible hours
• Two weeks of paid leave at year end
• Annual learning budget
• Monthly internet allowance

EOE. We participate in E-Verify.

No agencies or third-party recruiters, please.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Talus Learning AB.