Customer Service Team Lead

Job Description:
What You'll Do
● Manage team performance and drive results, guide adherence to policies
● Lead, coach, mentor, and motivate employees
● Partner with Recruiting team on hiring
● Lead improvements on support logic and processes
● Address and resolve escalations or further escalate
● Maintain stakeholder relationships
● Drive accountability on policies and other guidelines
● Execute root causes analysis action plans from escalations and agent's performance
● Leverage audit results from Service Quality members and guide towards progressive improvements; identify opportunities for additional training & development
● Complete administrative and HR related tasks for team
What You'll Need (Qualifications)
Bilingual Proficiency: Business-level fluency in both Japanese/ Mandarin and English (written and verbal).
Required Hard Skills and Experience:
● Some experience in retail, hospitality, or customer service in-person o...