About Us
Outsource Ability is recruiting for a rapidly growing e-commerce brand dedicated to promoting health and wellness through high-quality products and exceptional customer service. We are passionate about helping our customers lead healthier lives and are looking for a dynamic Customer Service Team Leader/Manager to join our team.

Role Overview
As the Customer Service Team Leader you will be responsible for overseeing our customer service operations, ensuring that our customers receive the highest level of support. You will initially learn the internal operations of the business and help the Founders of the business develop and lead a team of customer service representatives, develop strategies to enhance customer satisfaction, and drive continuous improvement in our service delivery.

Key Responsibilities
Team Leadership: Manage and mentor a team of customer service representatives, providing guidance, support, and performance feedback.
Customer Support: Oversee daily customer service operations, ensuring timely and effective resolution of customer inquiries and issues via various channels (email, chat, phone).
Process Improvement: Identify areas for improvement in customer service processes and implement best practices to enhance efficiency and customer satisfaction.
Training and Development: Develop and deliver training programs for new and existing team members to ensure they are equipped with the necessary skills and knowledge.
Performance Metrics: Monitor and analyze key performance indicators (KPIs) to assess team performance and customer satisfaction levels, making data-driven decisions to improve service quality.
Collaboration: Work closely with other departments, including sales, marketing, and logistics, to ensure a seamless customer experience.
Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, and communicate findings to relevant stakeholders.

Qualifications
Proven experience in a customer service leadership role, preferably within the e-commerce or health and wellness industry.
Strong understanding of customer service principles and practices.
Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.
Proficient in using customer service software and tools (e.g., Zendesk, Freshdesk).
Ability to analyze data and generate reports to inform decision-making.
Strong problem-solving skills and a customer-centric mindset.
Experience in training and developing team members.

What We Offer
Competitive monthly pay.
Flexible working hours and remote work environment.
Opportunities for professional growth and development.
A supportive and collaborative team culture.