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Customer Support Engagement Lead

Role Summary
As the CS Sales Lead, you will lead and inspire a team of proactive customer service professionals to engage with potential and existing customers. Your hands-on leadership will be critical to driving customer acquisition, satisfaction, and retention. This role requires a deep understanding of customer behavior, a passion for exceptional service, and a data-driven approach to improving team performance and outcomes.

Key Responsibilities

  • Team Leadership:
    • Lead, coach, and motivate a team of outbound CS agents, setting performance goals and ensuring their success.
    • Provide hands-on support, training, and feedback to improve individual and team performance.
    • Conduct regular performance reviews and team meetings to foster a culture of collaboration and continuous improvement.
  • Customer Engagement:
    • Develop and implement outbound strategies to engage customers who have expressed interest in the company’s products and services.
    • Actively participate in outreach efforts to convert new or potential customers into loyal members.
    • Oversee team communications via live chat, email, and follow-up calls to ensure a seamless onboarding experience.
  • Process Optimization:
    • Monitor and evaluate team workflows, identifying areas for efficiency and improvement.
    • Collaborate with CRM, marketing, and operations teams to align outbound efforts with company goals and campaigns.
    • Analyze customer feedback and data to refine outreach strategies and improve conversion rates.
  • Reporting and Analytics:
    • Track key performance metrics for the team, such as conversion rates, response times, and customer satisfaction scores.
    • Provide actionable insights to senior management, highlighting successes and opportunities for growth.

Qualifications and Skills

  • Education and Experience:
    • Bachelor’s degree required.
    • Minimum of 2 years in an outbound sales or customer service role, with at least 6 months of leadership experience preferred.
    • Prior experience in the iGaming industry or eCommerce sector highly desirable.
  • Core Skills:
    • Excellent verbal and written communication skills, with a knack for fostering positive customer interactions.
    • Proficiency in managing US-based accounts via phone, email, and chat.
    • Adept at multitasking, problem-solving, and maintaining composure in high-pressure situations.
  • Technical Proficiency:
    • Strong IT literacy and familiarity with customer-facing software.
    • Experience with CRM platforms is a plus.
  • Personal Attributes:
    • Genuine care for customers and a passion for delivering top-tier customer service.
    • Proactive, goal-oriented, and committed to team success.
    • A flexible and adaptive mindset, with a willingness to work shifts, weekends, and holidays as needed.

Important Requirements

  • A dedicated home office setup, including:
    • Personal laptop or PC.
    • Reliable internet connection.
    • Headset with clear audio capabilities.
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Patrianna

Category

Customer Support

Employment type

Full-Time

Region

North America

Location

Bucharest, RO / Sofia, BG / Sliema, MT

Salary range

Prefer not to share

Posted

1 day ago

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