Team Lead Customer Service – Email and Chat

Bangalore, IN

Job Description / Skills Required

Lead a team of 15-20 CSR’s on the floor who are directly interacting with the customers over email and chat.
Drive CSAT and productivity metrics for the business
Must be able to make case by case judgment calls based on CS policies and precedents, and know how to ask for help when necessary
Take on specific, deadline oriented projects as needed and professionally interact with Leaders in other departments
Ability to recognize and report on trends in the Customer Service queue
Stay proficient in all of the constantly evolving processes and policies within Groupon Customer Service functions
Remain a constant source for ongoing training and education for CSRs
Supervise work of direct reports, providing guidance, coaching, and motivation to drive maximum performance.
Review staff performance, identify development needs and work alongside HR

A total of 6+ years of experience operations
2+ years of experience in team leader or similar role
Bachelor’s degree or equivalent preferred

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.