Customer Service Team Leader

Since 1981, the company has expanded from listings into payments, shipping and seller financing. Content moderation runs around the clock, with reviewers in multiple time zones and languages. We started in 1981 and have grown to about 7,800 people. Our office has a quiet floor and a loud floor.

The position

Our team is growing and we are hiring a Customer Service Team Leader. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Our team is spread across 17 countries. Headquarters is in St. Paul. This is a full-time remote role. We use an employer of record in Pakistan, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Central time. We use Slack, Notion and Google Meet. Cameras on for team calls.

What you'll be doing

• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead

Minimum qualifications

• 8+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• Must pass a background check
• Clear speaking voice and good listening skills
• Basic computer skills (Windows, Outlook, web browsers)

Preferred

• Prior billing or insurance call centre work
• Experience handling escalations
• Chat support experience

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

PKR 120,000-PKR 140,000 pcm

What we offer

• Annual learning budget
• Wellness allowance
• Co-working space stipend
• 24 days paid time off

We will only contact shortlisted applicants.

Start: Immediately.

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