Senior Customer Service Lead

Responsibilities: - Lead, coach, mentor and develop a team of Senior Customer Service Specialists, fostering a culture of excellence, accountability, and continuous improvement. - Champion team well-being, promote a positive and supportive work environment. - Conduct regular 1:1 meeting, daily team huddle, weekly team meeting, bi-annual performance review conversations, and provide constructive feedback to enhance individual and team performance. - Act as the primary point of contact and subject matter expert for projects and high-priority and complex customer escalations. - Oversee the team’s handling of complex cases, providing direct support, guidance, and approval for exceptional solutions or policy deviations when necessary. - Ensure all customer interactions are handled with empathy, professionalism, and a focus on delivering outstanding service. - Monitor and analyze team performance against key metrics, including adherence to service level agreements (SLAs), resolution time, and customer satisfaction. - Actively listen to and analyze insights gathered from complex escalations and specialist consultations to identify recurring issues, systemic problems, and areas for process improvement. - Contribute to knowledge base and internal documentation, ensuring specialists have access to up-to-date information and resources. - Maintain effective communication channels with internal stakeholders regarding critical customer issues, trends, and resolutions. - Represent the customer’s voice in internal discussions, advocating for improvements that enhance the overall customer experience. Minimum Qualifications: - Minimum 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development. - Demonstrated ability to foster a positive, supportive, and high-performing team environment, prioritizing team well-being and engagement. - Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued. - Proven track record in identifying and translating insights from customer interactions into impactful process improvements. - Superior analytical and problem-solving abilities. - Experience in process re-engineering and project management. - Demonstrated ability to make sound, consistent decisions that balances customer experiences while protecting organization’s interests and policies. - Capacity to navigate ambiguity and provide clear direction. - Outstanding communication and interpersonal skill. - Fluent in English and Korean to support the language specific market and work with local teams. - May require working non-standard business hours such as evenings and weekends. Preferred Qualifications: - Experience in e-commerce is highly desirable.