Customer Service Team Leader
Job Summary
Job Description
Fliff seeks a Customer Service Team Lead to manage and develop a team of customer service representatives. Responsibilities include overseeing daily operations, coaching team members, handling escalated inquiries, and driving process improvements. The ideal candidate will have at least one year of leadership experience in customer service, excellent communication and problem-solving skills, and experience with customer service software and CRM tools. The role involves enhancing team skills, achieving objectives, creating team schedules, monitoring service levels, and ensuring high performance and productivity. Fliff offers a fun, engaging, free-to-play alternative to real-money gaming and aims to provide a positive and rewarding work environment for its employees.
Must have:
- 1+ years leadership experience
- Excellent communication skills
- Strong problem-solving abilities
- Team motivation and management
- CRM & Customer service software experience
4 skills required
Job Details
Fliff unpacks sports gaming into social, free-to-play games for all types of sports fans. We've built a social sports gaming experience that allows users to compete for leaderboard positioning, to achieve badges and build their status within the game.
We are pioneering play-for-fun sports gaming, with our flagship social sportsbook experience that includes sweepstakes promotions and loyalty rewards. We provide sports fans with fun, engaging, and free-to-play alternatives to real money gaming.
Job Summary:
We are seeking a dynamic and results-driven Customer Service Team Lead to join our growing team. As a Team Lead, you will oversee a group of customer service representatives, ensuring they deliver exceptional service while maintaining high performance and productivity. You will be responsible for managing daily operations, mentoring and coaching team members, handling escalated customer inquiries, and contributing to process improvements. Your leadership will drive the success of the customer service department by fostering a positive work environment, ensuring customer satisfaction, and meeting organizational goals.
Responsibilities:
- Managing, leading, training, and developing team members to consistently enhance individual skills and achieve overall objectives
- Managing the day-to-day operations of the Customer Service Team.
- Performing consistent coaching and performance management of the team members
- Creating and plotting team schedules and performing resource management
- Monitoring the activities to ensure all service levels committed are achieved.
Qualifications:
- Proven experience in customer service, with at least 1 year in a leadership or supervisory role.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational and time management abilities.
- Ability to motivate and inspire a team to achieve high performance.
- Experience with customer service software and CRM tools.
- A customer-centric mindset with a passion for delivering exceptional service.
We are a multinational company with our headquarters based in Philadelphia, and offices in New York, Austin, and Sofia, Bulgaria. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is welcoming and friendly, and the work that we do is always interesting and rewarding. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is:
Welcoming and Friendly
We want to reflect the diversity of the cities we serve. By creating an inclusive culture where everyone can thrive, we’ll make Fliff better for employees and customers alike.
Lively and Creative
We respect and value each other’s ideas, experience and expertise. There is no such thing as a bad idea; only ideas that are executed and ideas that are discarded after consideration.
Stimulating and Rewarding
We know bright minds love a challenge, and we understand your desire to see your hard work pay off. We’ll make sure your daily tasks align with your career ambitions as we grow together.
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About The Company
Fliff is the home of social sports gaming. Our social and sweepstakes prediction games offer a new way to have skin-in-the-game that is simpler, interactive, and free to play.
By pairing the social treasures of sports gaming with loyalty rewards and promotions, sports fans can sweat the game without sweating the losses. Fliff combines the best of social gaming, fantasy sports, and sports betting into a fun and easy to use experience.
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