Collins McNicholas

As the team leader you’ll be responsible for helping to set the
direction to help resolve customer issues over email and social channels, possess
excellent communication, and understand the value of our customers. If you have a knack for conveying empathy and genuine consideration for customers and the
issues they are facing, and helping to drive that message across a team, this could be a great opportunity for you.

Responsiblities:
● Implement SLAs and other key metrics for our customer operations team
● Establish and maintain customer satisfaction/happiness metrics to roll into
company core KPIs
● Lead the development and execution of the customer operations team
strategy
● Oversee volume and quality of work in various support channels (email, chat,
and phone)
● Design and implement new processes to improve operations and our ability
to serve customers at scale
● Mentor and plan career development tracks for team members
● Maintain excellent communication with other functions and teamleaders

Requirements:
●5 years + CS Team lead experience plus proven ability to collaborate with leadership and determine long term strategy

● Track record of successful project management scheduling and execution
● Stellar written and verbal communication skills
● Comfort working in a fluid, growth environment
● Experience hiring, organising, and scaling teams for high performance
● Experience working alongside Product, Engineering, Marketing, Finance and
other teams

  • European language desirable
  • Digital Marketing Experience desirable

For a confidential discussion and more information on the role, please contact Nicola Egan on 090 64 78104 or email nicola.egan@collinsmcnicholas.ie

For more information on our Recruitment and HR Services and to see a full list of our available jobs across Ireland, please visit our website www.collinsmcnicholas.ie

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