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Lead Customer Experience Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Lead Generation Group Full time
About the Role:

As a Lead Customer Experience Specialist, you'll play a critical role in shaping the customer experience at Lead Generation Group. You'll lead and mentor our support team, driving them to deliver exceptional service and meet key performance indicators.

You'll be responsible for optimizing support processes, implementing best practices, and using data analytics to improve service quality and efficiency. A strong understanding of US consumer behavior, customer service expectations, and regulatory requirements is essential for this role.

In addition to your technical skills, you'll need excellent leadership, communication, and problem-solving skills. Experience with CRM/ticketing systems and knowledge of US customer service standards, data privacy laws, and time zone management are also required.

Responsibilities:

  • Lead and mentor the support team to meet KPIs and service goals.

  • Ensure timely resolution of customer inquiries and escalations.

  • Optimize support processes and implement best practices.

  • Use data analytics to improve service quality and efficiency.

  • Ensure compliance with US consumer protection laws (FTC, TCPA, ADA, etc.).

  • Collaborate with cross-functional teams to enhance customer experience.

Requirements:

  • Bachelor's degree in Business, IT, or a related field preferred.

  • 3+ years of experience in support or customer service management.

  • Strong leadership, communication, and problem-solving skills.

  • Experience with CRM/ticketing systems (Zendesk, Salesforce, etc.).

  • Knowledge of US customer service standards, data privacy laws (CCPA), and time zone management.