Having recently launched internationally, ZOLEO Inc. is looking for an exceptional Team Lead to join the Customer Experience team. A joint venture between two leaders in the mobile satellite sector, Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia, ZOLEO has met with early success winning multiple innovation awards and enjoying rapid subscriber growth. The company is expanding its global reach and the Team Lead, Customer Experience will be pivotal to assisting with various customer-focused expansion efforts into new markets. You’ll have an opportunity to join an entrepreneurial company and help take it to the next level.
The position will be part of globally distributed, virtual (work from home) team, reporting directly to the Manager, Customer Experience in Canada. The Team Lead, Customer Experience will manage a team of front-line Customer Experience Representatives that support customers across ZOLEO’s current markets in North America (US, Canada), Asia-Pacific (Australia and New Zealand) and Europe. This position will be primarily focused on our North American customers, with a supporting role for team members and customers in other markets. The role’s objective is to drive consistencies and efficiencies while improving customer service level standards through training, coaching, process improvement, streamlined communications, staff oversight and accountability. The Team Lead will also be required to interact directly with ZOLEO customers, in a front-line capacity.
You bring experience leading and coaching small to medium sized teams in the customer support industry, preferably supporting technology products or services. Knowledge of customer experience operating principles, including shift and schedule management, ticketing workflows, customer experience KPIs (Key Performance Indicators), SLAs (Service Level Agreements) and escalation processes are critical.
As this is a foundational role for the newly established global Customer Experience team, we are looking for a “roll up your sleeves” type individual that is willing and able to action a high number of tickets on a daily basis as necessary, but also contribute to planning, development and coaching initiatives as we scale and grow the team.
This position can be performed anywhere in Canada.
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Job Type: Full-time