Team Coach

at  LTVplus

We are completely remote. You choose your favorite spot to work and help customers every day. It’s all up to you. Though we are scattered all over the world, we keep in touch with everyone daily so you’ll never feel isolated or alone.
We’re interested in your growth. Your career opportunities are limitless. Start in one role, work hard, learn, and we will be more than happy to help you advance in your career.
Job Description
About Us: LTVplus is a leading customer service outsourcing company committed to delivering exceptional service and enhancing the customer experience. Our mission is to rid the world of bad customer experiences, while our vision is to increase the Customer Lifetime Value of eCommerce brands. With a 100% remote team of over 500 dedicated professionals, we provide 24/7 support across various platforms, ensuring businesses receive top-tier service and innovative solutions.
Position Overview: The Team Coach will lead and develop a team of customer service agents, ensuring the delivery of exceptional service across multiple channels (phone, email, chat/SMS). This role involves preparing the team for peak seasons, implementing innovative ideas, and maintaining high standards of customer satisfaction and agent engagement.

QUALIFICATIONS:

1. Experience:

• Customer Service Leadership: Minimum of 3-5 years of experience in a leadership role within a customer service environment, preferably in a high-volume or seasonal business.
• Multi-Channel Support: Proven experience managing customer service teams across multiple channels (phone, email, chat/SMS).

1. Skills:

• Communication: Exceptional verbal and written communication skills to effectively lead the team and handle escalated customer issues.
• Leadership: Strong leadership and motivational skills to inspire and develop a team of customer service agents.
• Problem-Solving: Excellent problem-solving skills to handle complex customer issues and improve processes.
• Organizational: Strong organizational skills to manage high volumes of interactions, especially during peak seasons.

1. Knowledge:

• Product and Service Expertise: In-depth knowledge of customer service best practices and the ability to train and guide team members on these.
• Industry Understanding: Familiarity with the e-commerce or gifting industry is a plus, particularly with seasonal sales patterns.
• Process Improvement: Knowledge of process improvement methodologies and the ability to implement new ideas effectively.

1. Attributes:

• Customer-Centric: A strong focus on customer satisfaction and the ability to instill this value in the team.
• Brand Alignment: Ability to engage with and promote the brand, ensuring agents feel connected to and enthusiastic about the brand.
• Innovative: A forward-thinking mindset, open to introducing and accepting new ideas and processes.

1. Education:

• Degree: A bachelor’s degree in Business, Management, Communications, or a related field is preferred but not mandatory.
• Certifications: Certifications in customer service, leadership, or relevant areas are advantageous.

1. Technical Proficiency:

• CRM Systems: Proficiency in using Gladly CRM systems, Shopify, and other customer service software.
• Data Analysis: Ability to analyze performance data and use it to improve team performance and customer satisfaction.

1. Availability:

• Flexibility: Willingness to work extended hours during peak seasons (October to February) to support the team and manage high volumes.

1. Cultural Fit:

• Team Player: Strong collaborative skills to work effectively with the client and internal teams.
• Adaptability: Ability to adapt to the company’s culture and values, ensuring alignment with the brand’s vision and goals.

• Customer Engagement:
• Ensure every customer interaction leaves them feeling heard, valued, and appreciated.
• Promote and maintain high standards of customer satisfaction and loyalty.
• Team Leadership:
• Lead, motivate, and develop a team of customer service agents and senior agents to deliver exceptional service.
• Foster a strong team spirit and ensure agents feel engaged and connected with the brand.
• Peak Season Management:
• Prepare and manage the team for high volume during the peak season from October to February.
• Implement strategies to handle approximately 72% of the full-year volume during these months efficiently.
• Process Improvement:
• Be forward-thinking and proactive in suggesting and implementing new ideas and processes.
• Collaborate with the CSM and/or client to keep customer service operations fresh and up-to-date.
• Training and Development:
• Provide continuous training to ensure agents are knowledgeable about products, services, and processes.
• Create and maintain a tailored development plans for team members.
• Performance Monitoring:
• Use scorecards to measure and improve the accuracy of customer service results.
• Identify areas for improvement and implement strategies to enhance team performance..
• Customer Interaction Channels:
• Manage and oversee interactions across multiple channels, including phone, email, chat/SMS.
• Ensure agents are proficient in handling various types of inquiries, from website assistance to order issues.
• Brand Representation:
• Ensure agents embody the brand’s values and convey the brand’s message consistently.
• Promote agent engagement with the brand to ensure they enjoy being an extended part of the team.
• Problem Resolution:
• Handle escalated issues and ensure prompt and effective resolution.
• Maintain a positive relationship with customers by addressing their concerns efficiently.
• Escalation Management:
• Manage escalations that require higher authority or decision-making.
• Address customer complaints involving policy exceptions or high-impact issues.
• Coordinate with other departments if cross-functional assistance is needed.
• Ensure comprehensive resolution and follow-up for all escalated cases.