satisfaction, and the ability to analyze and improve customer service processes.
This position will be on-site.
**Key Responsibilities**:
**Team Leadership**: Supervise, mentor, and motivate a team of customer service representatives.
**Customer Support**: Oversee the resolution of complex customer issues and ensure that all inquiries are handled in a timely and effective manner.
Act as an escalation point for high-priority or sensitive cases.
**Process Improvement**: Analyze customer service metrics and feedback to identify areas for improvement.
Implement and monitor strategies to enhance the efficiency and effectiveness of the customer service team and technology stack (Zendesk, Shopify, SAP).
**Goal Achievement**: Demonstrate responsibility and accountability in meeting team goals and KPIs, OKRs, and sales targets.
**Reporting & Analysis**: Prepare and present regular reports on customer service metrics, including response times, resolution ra...