Customer Service Lead

Position Overview

The Customer Service Lead role at Sunny Health & Fitness is pivotal in guiding and supporting our customer service team to ensure outstanding service quality. This position acts as a liaison between customer service staff, management, and other departments to facilitate smooth daily operations and swift resolution of customer issues.

Key Responsibilities

• Provide daily coaching, guidance, and support to customer service representatives to meet productivity, quality, and satisfaction targets.
• Monitor and evaluate team performance, identifying areas for development and providing constructive feedback.
• Assist in onboarding and training new team members on service protocols, systems, and company policies.
• Serve as a point of escalation for complex or sensitive customer concerns, supporting team members as needed.
• Cultivate a positive and collaborative team culture focused on customer satisfaction.
• Manage escalated customer inquiries and complaints with empathy and strong problem-solving skills.
• Ensure timely, accurate, and consistent support across all communication channels, including phone, email, chat, and others.
• Identify frequent customer issues and collaborate with internal teams on service improvements.
• Analyze customer feedback to recommend enhancements for the overall experience.
• Support the maintenance and improvement of customer service workflows, SOPs, and knowledge bases.
• Review key customer service metrics such as response times, resolution rates, customer satisfaction scores, and ticket volumes.
• Collaborate with leadership to implement process improvements aimed at increasing team efficiency.
• Manage updates to Zendesk and help center resources, including templates and macros.
• Identify opportunities to enhance automation, documentation, and customer support tools.
• Work closely with Operations, Product, E-Commerce, and other teams to resolve issues and streamline processes.
• Communicate customer insights and trends to relevant departments to aid product and service refinement.
• Contribute to special projects focused on customer experience initiatives.

Required Qualifications and Skills

• Minimum of 3 years of experience in customer service, preferably including leadership, senior representative, or supervisory roles.
• Comprehensive knowledge of customer service operations, ticketing systems, and support workflow management.
• Familiarity with Zendesk or comparable customer support platforms preferred.
• Excellent communication, leadership, and interpersonal skills.
• Strong problem-solving abilities to manage challenging customer interactions professionally.
• Capability to analyze service data to detect trends and areas for improvement.
• Good organizational skills to handle multiple priorities in a dynamic environment.
• Experience with training, coaching, or mentoring staff is desirable.
• Proficiency in Microsoft Office and other customer service tools.