Css Team Lead
6 months ago
**About us**:
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed
**What we're looking for**:
Wonders is looking for a Customer Support Team Lead to lead and scale our growing customer support function in Kuala Lumpur, Malaysia. As a lead of Customer Support, you will oversee the 10 - 15 team members, build and improve SOPs, and drive better operational performance so that our Clients will have the best in class Support experiences.
*The works hours for this role will be discussed during the interview process but it will be between Mondays - Sundays 10:30 pm - 12:30 pm*
**What you'll accomplish**:
- Hire, train, and manage a team of 10-15 support specialists to deliver a best-in-class experience to our restaurant clients
- Review errors and provide performance feedback and coaching on a regular and timely basis to each team member
- Be a player-coach and provide backup support for the team as needed
- Execute and be committed to the daily and quarterly goals of the Service team
- Analyze data to achieve SLA adherence, high customer satisfaction and passing QA score
- Create a productive and empathetic work environment that is conducive to good attendance, long-term employment and employee satisfaction
- Work with management to strategize reward incentives and plan quarterly team building activities to ensure high morale and team productivity
- Work well cross-functionally including training, QA, workforce team, operations team, client success, engineering teams etc.
- Identify areas for service improvement and make recommendations to the management team
**About you**:
- Professional-level fluency in English & Mandarin (both spoken and written)
- Bachelor's degree or college experience preferred
- At least two (2) years of relevant Team Leader experience managing a minimum of 5 teammates, preferably working in a in-house customer support function
- Strong customer service orientation and a passion for helping people through coaching and problem solving
- Ability to work well under pressure and can multi-task with priorities in mind
**Qualities that will make you successful in this role**:
- Calm and collected - maintain calm and professionalism in stressful situations and be the 'cornerstone' for those who come to us when they need help
- Patient and attentive - display patience and empathy while listening to our customers through critical issues and figuring out what they need
- Dependable and consist - deliver consistent performance and provide timely support for the team, day in and day out
- Honest and open - exercise transparency and integrity in communication and management
- Agile - comfortable rolling with the punches and working in a fast-paced and constantly evolving environment
Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.
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