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Customer Happiness Email Team Lead

Daily Operations

  • Manage a team of Happiness Email Experts on performance, productivity, and quality
  • Provides statistical feedback through Daily Report, and provide suggestions for improvement
  • Identify and escalate trends for sudden issues impacting users and operations
  • Evaluates processes and procedures, and suggest methods needed to improve specific areas in operation
  • Ensures that daily operational updates are cascaded in an efficient manner
  • Ensures that tools are working at its optimum performance; raise internally if there are issues

Escalations

  • Takes in escalations being forwarded by Happiness Experts Team

Coaching and Mentoring

  • Provides coaching and regular feedback session with team to discuss performance, pressing issues, and daily operational updates
  • Develop and maintain strong and positive working relationships with teams

Training and Quality

  • Train Experts on specific tools: Zendesk, and Zendesk Chat

Others

  • Perform other tasks and responsibilities when needed
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