Job Title: Subject Matter Expert/Team Lead
Department: Operations
Reports To: Joel
Job Summary:
The Subject Matter Expert (SME)/Team Lead is responsible for guiding and supporting the customer service team to deliver outstanding results. This role emphasizes mentoring team members, ensuring adherence to key performance indicators (KPIs) and service level agreements (SLAs), and improving operational efficiency, all while upholding Poppi's values.
Key Responsibilities
-Expert Guidance:
Provide in-depth product knowledge and support process expertise to team members.
-Performance Management:
Monitor team performance to ensure KPIs and SLAs are consistently met.
Conduct coaching, feedback sessions, and regular performance reviews.
-Escalation Management:
Handle and resolve complex customer issues requiring escalation.
-Training & Documentation:
Develop, update, and deliver training materials and process documentation to enhance team capabilities.
-Collaboration & Workflow Optimization:
Partner with departments like QA to identify and improve workflow efficiencies.
-Data Analysis & Process Improvement:
Analyze team metrics to identify trends and provide actionable recommendations for improving processes and performance.
Required Qualifications
Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
3+ years of customer suppsureort experience, with at least 1+ years in an SME or leadership role.
Proficiency in CRM tools like Zendesk, Gorgias, Shopify, or Salesforce.
Demonstrated ability to handle and resolve escalations effectively.
Preferred Qualifications
Experience with workforce management tools and analytics software.
Proven track record in implementing new processes or tools to optimize performance.
Certifications in customer service or leadership programs (a plus but not required).
Key Competencies
Leadership & Mentoring: Strong ability to lead, coach, and develop team members.
Analytical Thinking: Skilled in interpreting data and applying insights to drive decisions and improvements.
Communication Skills: Excellent written and verbal communication skills to engage effectively with team members and stakeholders.
Organizational Skills: Highly organized with the ability to prioritize and multitask in a dynamic environment.
Customer-Centric Problem Solving: Commitment to delivering exceptional customer experiences through effective problem-solving.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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