The Service Delivery Lead plays an integral role within the Operations Department, contributing to the success of day-to-day service delivery by supporting both team members and management. This position works closely with the Service Delivery Manager to ensure the team operates efficiently and delivers exceptional customer experiences. The role involves hands-on coaching, proactive problem-solving, and identifying opportunities to streamline processes, improve performance, and elevate service standards across the board. The Service Delivery Lead helps foster a collaborative and high-performing environment where team members are empowered to succeed and customers receive timely, high-quality support. Essential Function and Responsibilities: Primarily responsible for providing fantastic customer service, as well as efficient and effective front-end operations Acts as a support and backup for the Service Delivery Manager Provides peer coaching on operational tasks and reinforces operational standards Acts resourcefully to ensure that work is completed within specified time and quality parameters Responsible for recognizing and suggesting methods to improve area operations, efficiency, and service to both internal and external customers Takes inbound customer support calls, answering web chats and support tickets Escalates tickets where appropriate and accurately records customer d ata Makes outbound calls to customers to provide additional support & answer queries Provides productivity feedback and assists in coaching each team member regularly Investigates issues and recommends solutions to management as necessary regarding system issues, customer issues, or any area of concern Creates, updates, and implements job-related SOPs Provides support for team representatives in problem-solving and general information Acts as support and backup for Service Delivery Manager Communicates proactively with internal team members and customers in a professional, positive, and courteous manner Keeps up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service Supports team manager and performs management duties when manager is absent or out of office Assists management with hiring processes and new team member training Qualifications and Requirements Customer service background in a shared service environment 1-2 years of supervisory experience in a customer service environment Proficient with Apple OS – intermediate to advanced skill level Strong keyboarding and typing skills Excellent interpersonal skills Detail-oriented, critical-thinking, and experienced at investigating and resolving complex issues Must be able to effectively collaborate with others Must be able to work independently and on a team Must be able to work effectively in a fast-paced environment with shifting priorities Must have excellent verbal and written skills
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