Customer Service Team Leader

Our wireless division operates thousands of cell sites and supports roaming partners nationwide. We run a fiber backbone of over 20,000 route miles, plus data centres and network operations centres. Bucket truck and pole climbing training is done in-house.

About the role:

Green Telephone is hiring a Customer Service Team Leader to work remotely from Australia. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in New York City and have been hiring remotely since 2020. Employment is through our payroll partner in Australia. Salary is paid monthly in local currency. You will need at least 4 hours of overlap with US Eastern time. We use Slack, Notion and Google Meet. Cameras on for team calls.

Your responsibilities:

• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction
• Process returns, exchanges, refunds and address changes
• Complete required training and quality coaching sessions
• Update customer records accurately

Minimum qualifications:

• 7+ years of customer service, retail, hospitality or call centre experience
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)

Nice to have:

• Chat support experience
• Knowledge of e-commerce order systems such as Shopify
• Prior billing or insurance call centre work
• Zendesk, Five9 or Genesys experience

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits:

• Monthly internet allowance
• Performance bonus
• Health insurance through our employer-of-record partner
• Annual salary review
• Paid parental leave
• 24 days paid time off
• Wellness allowance

Applications close when we find the right person, so get in early.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Green Telephone.