Team Lead Supervisor (SDQ)

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    "heading": "Team Lead Supervisor (SDQ)",
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    "description_html": "<p><u><strong><span style=\"font-size:14px;\">Position Summary:</span></strong></u></p><p><span style=\"font-size:14px;\">We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!</span></p><p></p><h3><u><strong><span style=\"font-size:14px;\">Responsibilities:</span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Lead, mentor, and motivate a team of customer service representatives.</span></li><li><span style=\"font-size:14px;\">Provide exceptional customer support across various channels (chat, social media, email, phone).</span></li><li><span style=\"font-size:14px;\">Handle escalated customer issues and resolve complex problems.</span></li><li><span style=\"font-size:14px;\">Conduct regular performance evaluations and provide constructive feedback to team members.</span></li><li><span style=\"font-size:14px;\">Identify and implement process improvements to enhance efficiency and customer satisfaction.</span></li><li><span style=\"font-size:14px;\">Develop and deliver training programs for new hires and existing team members.</span></li><li><span style=\"font-size:14px;\">Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).</span></li><li><span style=\"font-size:14px;\">Collaborate with other departments to ensure seamless customer experiences.</span></li><li><span style=\"font-size:14px;\">Stay up-to-date on industry best practices and emerging customer service technologies.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Required Skills/Abilities:</span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Proven ability to lead and develop high-performing teams.</span></li><li><span style=\"font-size:14px;\">Excellent (near-native) written and verbal communication skills in English.</span></li><li><span style=\"font-size:14px;\">Strong understanding of customer service principles and best practices.</span></li><li><span style=\"font-size:14px;\">Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.</span></li><li><span style=\"font-size:14px;\">Advanced proficiency in Microsoft Excel/Google Sheets.</span></li><li><span style=\"font-size:14px;\">Experience managing multiple communication channels (chat, social media, email, phone).</span></li><li><span style=\"font-size:14px;\">Sales or e-commerce experience and understanding of sales metrics is a plus. </span></li><li><span style=\"font-size:14px;\">Ability to identify and address potential team and employee risks proactively.</span></li><li><span style=\"font-size:14px;\">Strong interpersonal skills and ability to build positive relationships with employees and partners.</span></li><li><span style=\"font-size:14px;\">Excellent work ethic and a passion for developing others.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Education and Experience:</span></strong></u></h3><ul><li>3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.</li><li><span style=\"font-size:14px;\">Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Benefits: </span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)</span></li><li><span style=\"font-size:14px;\">Quarterly performance bonuses</span></li><li><span style=\"font-size:14px;\">Free snacks every day</span></li><li><span style=\"font-size:14px;\">Free catered lunch every day</span></li><li><span style=\"font-size:14px;\">Free catered dinner (for those on night shifts)</span></li><li><span style=\"font-size:14px;\">Door-to-door transportation after 9:00 PM</span></li><li><span style=\"font-size:14px;\">Happy hour on Fridays</span></li><li><span style=\"font-size:14px;\">Holiday parties!</span></li><li><span style=\"font-size:14px;\">An amazing, unique office environment (no cubes, no assigned workstations!)</span></li><li><span style=\"font-size:14px;\">Growth and development opportunities (the most in the industry!)</span></li><li><span style=\"font-size:14px;\">Professional development courses by leading business schools like BARNA</span></li><li><span style=\"font-size:14px;\">Yoga and workout classes</span></li><li><span style=\"font-size:14px;\">Community service opportunities (#HoratioCares)</span></li><li><span style=\"font-size:14px;\">Discounts at local restaurants and stores</span></li></ul><p></p><p><u><strong><span style=\"font-size:14px;\">Life At Horatio: </span></strong></u></p><p><span style=\"font-size:14px;\">Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:</span></p><ul><li><span style=\"font-size:14px;\"><u><strong>Employee First (but actually...):</strong></u> At Horatio, we are a family and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!</span></li><li><span style=\"font-size:14px;\"><u><strong>Cool Clients:</strong></u> We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!</span></li><li><span style=\"font-size:14px;\"><u><strong>Growth Opportunities:</strong></u> We’re a fast-growing company with many opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!</span></li><li><span style=\"font-size:14px;\"><u><strong>Wellness Program:</strong></u> Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.</span></li></ul>",
    "description_text": "Position Summary:\n We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!\n Responsibilities:\n Lead, mentor, and motivate a team of customer service representatives.\n Provide exceptional customer support across various channels (chat, social media, email, phone).\n Handle escalated customer issues and resolve complex problems.\n Conduct regular performance evaluations and provide constructive feedback to team members.\n Identify and implement process improvements to enhance efficiency and customer satisfaction.\n Develop and deliver training programs for new hires and existing team members.\n Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).\n Collaborate with other departments to ensure seamless customer experiences.\n Stay up-to-date on industry best practices and emerging customer service technologies.\n Required Skills/Abilities:\n Proven ability to lead and develop high-performing teams.\n Excellent (near-native) written and verbal communication skills in English.\n Strong understanding of customer service principles and best practices.\n Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.\n Advanced proficiency in Microsoft Excel/Google Sheets.\n Experience managing multiple communication channels (chat, social media, email, phone).\n Sales or e-commerce experience and understanding of sales metrics is a plus.\n Ability to identify and address potential team and employee risks proactively.\n Strong interpersonal skills and ability to build positive relationships with employees and partners.\n Excellent work ethic and a passion for developing others.\n Education and Experience:\n 3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.\n Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.\n Benefits:\n Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)\n Quarterly performance bonuses\n Free snacks every day\n Free catered lunch every day\n Free catered dinner (for those on night shifts)\n Door-to-door transportation after 9:00 PM\n Happy hour on Fridays\n Holiday parties!\n An amazing, unique office environment (no cubes, no assigned workstations!)\n Growth and development opportunities (the most in the industry!)\n Professional development courses by leading business schools like BARNA\n Yoga and workout classes\n Community service opportunities (#HoratioCares)\n Discounts at local restaurants and stores\n Life At Horatio:\n Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:\n Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!\n Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!\n Growth Opportunities: We’re a fast-growing company with many opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!\n Wellness Program:  Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.",
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      "description": "<p><u><strong><span style=\"font-size:14px;\">Position Summary:</span></strong></u></p><p><span style=\"font-size:14px;\">We're seeking a highly motivated and experienced Customer Service Team Lead Supervisor to join our growing team. You will play a crucial role in leading and developing a team of customer service professionals, ensuring exceptional customer experiences across multiple channels. This is a hands-on role where you'll balance team leadership with direct customer support and process improvement initiatives. If you're passionate about customer service, thrive in a fast-paced environment, and have a proven track record of leading successful teams, we encourage you to apply!</span></p><p></p><h3><u><strong><span style=\"font-size:14px;\">Responsibilities:</span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Lead, mentor, and motivate a team of customer service representatives.</span></li><li><span style=\"font-size:14px;\">Provide exceptional customer support across various channels (chat, social media, email, phone).</span></li><li><span style=\"font-size:14px;\">Handle escalated customer issues and resolve complex problems.</span></li><li><span style=\"font-size:14px;\">Conduct regular performance evaluations and provide constructive feedback to team members.</span></li><li><span style=\"font-size:14px;\">Identify and implement process improvements to enhance efficiency and customer satisfaction.</span></li><li><span style=\"font-size:14px;\">Develop and deliver training programs for new hires and existing team members.</span></li><li><span style=\"font-size:14px;\">Monitor team performance metrics and implement strategies to achieve service level agreements (SLAs).</span></li><li><span style=\"font-size:14px;\">Collaborate with other departments to ensure seamless customer experiences.</span></li><li><span style=\"font-size:14px;\">Stay up-to-date on industry best practices and emerging customer service technologies.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Required Skills/Abilities:</span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Proven ability to lead and develop high-performing teams.</span></li><li><span style=\"font-size:14px;\">Excellent (near-native) written and verbal communication skills in English.</span></li><li><span style=\"font-size:14px;\">Strong understanding of customer service principles and best practices.</span></li><li><span style=\"font-size:14px;\">Proficiency in CRM software (e.g., Gorgias), customer support platforms, and cloud-hosted telephony systems.</span></li><li><span style=\"font-size:14px;\">Advanced proficiency in Microsoft Excel/Google Sheets.</span></li><li><span style=\"font-size:14px;\">Experience managing multiple communication channels (chat, social media, email, phone).</span></li><li><span style=\"font-size:14px;\">Sales or e-commerce experience and understanding of sales metrics is a plus. </span></li><li><span style=\"font-size:14px;\">Ability to identify and address potential team and employee risks proactively.</span></li><li><span style=\"font-size:14px;\">Strong interpersonal skills and ability to build positive relationships with employees and partners.</span></li><li><span style=\"font-size:14px;\">Excellent work ethic and a passion for developing others.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Education and Experience:</span></strong></u></h3><ul><li>3+ years of experience in a supervisory, team lead, or equivalent role within a customer service environment.</li><li><span style=\"font-size:14px;\">Senior college student or bachelor's degree in Business Administration, Marketing, Statistics, or relevant fields.</span></li></ul><p></p><h3><u><strong><span style=\"font-size:14px;\">Benefits: </span></strong></u></h3><ul><li><span style=\"font-size:14px;\">Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)</span></li><li><span style=\"font-size:14px;\">Quarterly performance bonuses</span></li><li><span style=\"font-size:14px;\">Free snacks every day</span></li><li><span style=\"font-size:14px;\">Free catered lunch every day</span></li><li><span style=\"font-size:14px;\">Free catered dinner (for those on night shifts)</span></li><li><span style=\"font-size:14px;\">Door-to-door transportation after 9:00 PM</span></li><li><span style=\"font-size:14px;\">Happy hour on Fridays</span></li><li><span style=\"font-size:14px;\">Holiday parties!</span></li><li><span style=\"font-size:14px;\">An amazing, unique office environment (no cubes, no assigned workstations!)</span></li><li><span style=\"font-size:14px;\">Growth and development opportunities (the most in the industry!)</span></li><li><span style=\"font-size:14px;\">Professional development courses by leading business schools like BARNA</span></li><li><span style=\"font-size:14px;\">Yoga and workout classes</span></li><li><span style=\"font-size:14px;\">Community service opportunities (#HoratioCares)</span></li><li><span style=\"font-size:14px;\">Discounts at local restaurants and stores</span></li></ul><p></p><p><u><strong><span style=\"font-size:14px;\">Life At Horatio: </span></strong></u></p><p><span style=\"font-size:14px;\">Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:</span></p><ul><li><span style=\"font-size:14px;\"><u><strong>Employee First (but actually...):</strong></u> At Horatio, we are a family and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Ask any team member about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!</span></li><li><span style=\"font-size:14px;\"><u><strong>Cool Clients:</strong></u> We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!</span></li><li><span style=\"font-size:14px;\"><u><strong>Growth Opportunities:</strong></u> We’re a fast-growing company with many opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!</span></li><li><span style=\"font-size:14px;\"><u><strong>Wellness Program:</strong></u> Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.</span></li></ul>",
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