Description
Why Join Reach?
Opportunity to shape the future of our remote operations and implement cutting-edge tools.
At Reach, we're building the future of global e-commerce, empowering businesses worldwide to expand their reach seamlessly. As a leading Merchant of Record (MOR), we handle the complexities of international transactions, enabling our clients to focus on what they do best. We foster a dynamic, fast-paced environment where innovation and customer satisfaction drive our success.
Location:
Remote (preferably Calgary, AB, Canada, not a requirement)
Reporting To:
Head of Risk & Compliance
Work Schedule:
Regular business hours, MST (9 AM - 5 PM)
We are seeking an experienced and highly motivated Phone Support and Customer Service Team Lead to inspire and manage our dedicated Phone Support team, based in a Spanish-speaking country. This is a pivotal role that combines strong leadership with hands-on operational excellence, directly impacting our commitment to exceptional customer service and risk management. If you're a proactive problem-solver with a knack for data-driven decision-making and a passion for developing remote teams, we want to hear from you.
Responsibilities
- Lead and Inspire a Remote Team: Directly manage and lead a team of approximately 9 remote Phone Support agents, fostering a positive, productive, and high-performing environment.
- Customer Service Excellence: Oversee the team's primary responsibility of responding to consumer inquiries, ensuring high-quality interactions and effective resolution of issues. These inquiries include, but are not limited to, tracking orders, answering questions about charges, processing refund requests, and filing disputes.
- Ticketing System Mastery: Drive efficient management of customer service inquiries via our primary ticketing system, Zendesk.
- Continuous Improvement & Training: Implement and lead ongoing training programs, conduct quality assurance monitoring, and provide continuous coaching to enhance agent performance and adherence to service standards.
- Zendesk Configuration & Optimization: Leverage your advanced Zendesk knowledge to configure the platform, including building and optimizing macros, setting up triggers, and developing custom reports to streamline workflows and improve efficiency.
- Data-Driven Performance Management: Maintain a strong focus on reporting and analytics to meet and exceed key performance indicators (KPIs) and objectives and key results (OKRs).
- Monitor and drive performance against critical metrics such as: Service Level Agreements (SLAs), Average Handle Time (AHT) for calls and tickets, First Call Resolution (FCR), Abandonment Rate, Escalated Calls, Occupancy and Shrinkage rates, and Attrition.
- Utilize data from reports to derive actionable insights and inform decision-making, even if direct Excel work is minimal.
- Process Implementation & Adaptability: Implement new processes and tools in a fast-paced, dynamic environment, always with a focus on growth, scalability, and adaptability. This includes contributing to the integration of new tools and AI.
- Collaboration & Autonomy: Exercise high autonomy in decision-making for your team while maintaining strong communication and collaboration with cross-departmental teams, especially where automations impact various workflows.
- Risk & Compliance Adherence: Work closely with the Head of Risk & Compliance to ensure team operations align with all relevant policies and regulatory requirements.
- Support & Escalation: Work in conjunction with the on-site supervisor for the phone support team to address complex issues and provide necessary support.
Requirements
- 2+ years of experience leading and managing a customer service or call center team, preferably in a remote setting.
- Fluency in Spanish is essential; a native Spanish speaker is ideal but not required, provided you possess excellent communication skills to effectively manage and coach a team located in a Spanish-speaking country.
- Exceptional proficiency with Zendesk, including hands-on experience with configuration (building macros, triggers, automations) and report generation.
- Strong analytical skills with a proven ability to interpret data from reports to identify trends, pinpoint issues, and drive performance improvements.
- Proficiency in Microsoft Excel and Power BI for data analysis and reporting.
- Demonstrated success in meeting and exceeding call center KPIs and OKRs (e.g., AHT, FCR, CSAT, SLA, Abandonment Rate, Occupancy, Shrinkage).
- Proven ability to train, coach, and motivate a remote team to achieve high-quality service and productivity.
- Adaptability and resilience in a rapidly changing environment, with experience in process improvement and technology adoption (including AI).
- Excellent communication and interpersonal skills for effective remote team management and cross-functional collaboration.
- High degree of autonomy with a strong sense of accountability and problem-solving.
- Experience in the financial services, e-commerce, or payments industry is a plus.
Benefits
- Competitive salary
- Generous paid time off
- Group benefits and RRSP matching
- Annual professional development allotment
- Great working culture and supportive multi-national team
