Sample Job Description for Customer Service and Support Team Leader
Job Description Management
A sample job description outlines the essential duties, responsibilities, and requirements of a specific role within an organization. It provides a clear and concise summary of what the job entails, the expectations for the position, the qualifications, and skills and competencies required to perform the job successfully.
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Customer Service and Support Team Leader Job Overview
Customer Service and Support Team Leader Job Description Sample
Leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers.
JOB LEVEL
M00
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager or Head of a Unit/Department
Salary Range
BASE 50%
$64,580
TOTAL 50%
$67,290
Job Responsibilities for Customer Service and Support Team Leader
Responds to and resolves escalated issues and/or unique or complex requests from customers. Monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 2 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 3 | Production Foreman I | The Production Foreman I coordinates work schedules, staffing requirements, and production sequences to maximize productivity. Supervises the daily activities of production area to ensure that volume, cost, and quality standards are achieved. Being a Production Foreman I typically requires a bachelor's degree. Identifies problems related to production process and provides production reports to assist process improvement. In addition, Production Foreman I typically reports to a manager. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. |
| 4 | Top Customer Success Executive | The Top Customer Success Executive develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle. Leads the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and drive sales and increased revenue. Being a Top Customer Success Executive builds team capabilities and capacity. Designs data collection and feedback mechanisms to identify and understand customer needs, assess customer health and aid the development programs and policies. In addition, Top Customer Success Executive establishes collaborative relationships with sales, product development, and other customer facing functions. Requires a bachelor's degree or equivalent. Typically reports to top management. The Top Customer Success Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
| 5 | Manager of Communication Service Customer Support | The Manager of Communication Service Customer Support develops and implements service plans to ensure customer satisfaction. Manages a team of Network Service Representatives who are responsible for identifying and resolving telecommunications service or billing issues or inquiries. Being a Manager of Communication Service Customer Support may require a bachelor's degree. Monitors service problems and reports network failures. In addition, Manager of Communication Service Customer Support typically reports to a head of a unit/department. The Manager of Communication Service Customer Support typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. Working as a Manager of Communication Service Customer Support typically requires 3+ years of managerial experience. |
Customer Service and Support Team Leader Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Key Performance Indicators (KPI) | Level 2 |
| Standard Operating Procedures (SOP) | Level 3 |
| Service Excellence | Level 3 |
