- Lead, coach, and supervise a team of 5 Customer Service Executives.
- Monitor daily performance, ticket volume, and response quality.
- Manage team schedules, attendance, and workload distribution.
- Foster a service-oriented, accountable, and collaborative team culture.
- Maintain high standards for response quality, professionalism, and resolution accuracy.
- Monitor service metrics such as response time, resolution time, and customer satisfaction
- Identify recurring issues and recommend process or product improvements
- Work closely with Product, Sales, and Tech teams to resolve platform-related problems
- Continuously improve support workflows to increase efficiency and customer satisfaction
- Prepare weekly or monthly performance reports for management
- Ensure compliance with company policies and service standards
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