Client Team Leader

Job Description

<p><strong>Client Team Leader-Bilingual (French and English)</strong></p><p><br></p><p>Influx is a global, fully-remote company on a mission to make the customer experience for successful online businesses better. Influx provides round-the-clock support solutions that are on-brand and on-demand for some of the world’s most disruptive &amp; hypergrowth brands in eCommerce, SaaS, tech, and more.</p><p><br></p><p>Seeing continued growth in the business year-on-year, we are looking for a passionate, talented, and highly-motivated client team leader to join our team. This is a fully remote position that&nbsp;requires the position holder to be a motivational figure for service agents within his/her team, driving them on to achieve their best to deliver customer experiences of the highest standard and promote customer satisfaction.</p><p><br></p><p><strong>Responsibilities</strong></p><ul><li>Ensure achievement of Client KPIs.</li><li>Ensure the team is organized effectively to maximize productivity</li><li>Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.</li><li>Daily report to the delivery manager on team performance against KPIs</li><li>Handle escalations, and assist agents by providing support on customer queries</li><li>Time management of staff breaks and schedules to ensure no impact on production</li><li>Communicate all processes; client changes and notifications to agents in a timely manner</li><li>Highlight concerns that impact team performance</li><li>Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.</li></ul><p>&nbsp;</p><p><strong>Qualities</strong></p><ul><li>Excellent written and oral communication skills in English and French, with the confidence to interact at all levels of the organization</li><li>Strong people leadership skills and takes initiative</li><li>Good reporting and presentation skills with a keen eye for detail</li><li>Desire to succeed with the ability to grasp processes and&nbsp;tasks quickly,&nbsp;</li><li>Hold your team (and yourself) accountable</li><li>Effective problem solver and takes ownership&nbsp;</li><li>Self-controlled/master stress management, and thrives under pressure</li><li>Strong organizational skills</li><li>Have the ability to influence and collaborate with a team</li><li>Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion</li></ul><p><br></p><p><strong>Requirements</strong></p><ul><li>2+ years of customer service experience</li><li>1 year of management experience (would be an asset)</li><li>Attention to detail (i.e. verify all details are submitted, able to identify missing information)</li><li>Good use of Google Suites, Microsoft Excel, Word &amp; PowerPoint Office suite.</li><li>Proven experience using Customer Service tools (Ticketing software, Email platforms, chat &amp; phone software, etc.)</li><li>Strong problem-solving skills</li><li>Prior experience serving clients in a B2B environment</li></ul><p><br></p><p><strong>Benefits</strong></p><p><br></p><ul><li>Join a high-growth startup, full of possibilities</li><li>Professional and motivated colleagues from around the globe</li><li>Fair and open culture</li><li>Work-from-home arrangement</li><li>Work with clients in the USA, EU, and elsewhere</li></ul><p><br></p><p>If this sounds like you or someone you know, the application link is below! Apply now!</p>