Senior Team Lead - Customer Care

Sao Paulo, São Paulo

Job Summary

The lead is responsible for helping improve overall Case and Publisherś experience of the program. The person should be able to identify the opportunities of improvement from the samples of audits and share feedback, coach and help drive the CSAT, CX scores to meet the Project targets.

Key Responsibilities

Document feedback within the Support Quality tool and score the feedback post calibration

Audit / Review multi-channel customer interactions (Chat, and Case Comments) as per the workflow and Quality framework defined in the SOP

Metric Dashboards (CSAT, CX) to be checked on a daily basis and update the team on the progress

Complete all the weekly assigned tasks within their respective deadlines set

Perform root cause analysis for DSAT, escalations and calibrate with delivery before sharing them with the required parties as per the agreed SLA

Prioritize the adhoc task requests and share efficient review

Create decks for to cascade best practices, learnings from escalations, DSATs to help elevate the customer experience

Check Appealed cases and conduct calibration sessions with the Analyst and PL

Identify a trend and gaps of the assigned agents and develop / create improvement plans / projects to improve their performance

Respond to all quality concerns from Google and ensure timely closure of AIs

Skill Requirements

Minimum of 5 years of experience - Bachelor's degree with equivalent experience in Customer/Technical Support

Minimum of 3 years of experience with GAM

Experienced on Digital Ad serving with ability to apply the logics in real time

Good at researching with inquisitive mindset to get to the root cause of the situation

SME on Google Ad Manager, Ad Exchange, Youtube, Programmatic

Basic knowledge of web page designing, HTML, Javascript, DOM elements

Familiar with ad servers, creative codes, ad tags

Knowledge of analyzing HTTP requests and responses of web pages, mobile pages and apps

Ability to multitask, organize and prioritize effectively between multiple tasks to meet deadlines

Excellent communication, organization, and internal client -facing skills

Efficient and Effective feedback delivery process based on analyst's tenure & skillset

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