Description

We're growing rapidly! We're seeking a Customer Service Team Leader to be a part of our global team. This is a critical role responsible for the success of our Guided Visas team. You will lead a team of customer service experts to ensure the best experience and guidance for all our customers.

At iVisa, we believe that travel should be simple. Over 1.1 million travelers have chosen us to facilitate their travel documents, and we are growing 100% year over year. Our biggest strength is our people, and we are looking for the right new team members to help propel our culture and achieve our goals.

Why iVisa?

• Collaborative Culture: Enjoy a dynamic, international environment with flat hierarchies and a diverse team.
• Work from Anywhere: We are a remote-first company with opportunities for in-person gatherings every quarter.
• Rest and Relaxation: We offer Paid Time Off (PTO) for all employees and unlimited PTO for managers and above.
• Mental Wellness Sessions: Benefit from sessions led by a certified psychologist.
• Training Allowance: Access an excellent learning platform to support your professional development.
• Extended Family Leave: Our policy is inclusive of all birthing, non-birthing, and adopting parents.
• Tech-Minded Environment: Work in a highly technical company with top-of-the-line tools and make a real impact.
• Commitment to Sustainability: We plant one tree for every employee, allowing you to contribute to our environmental initiatives.

As a Customer Service Team Leader, You Will

• Lead and empower a team of Customer Service Agents, guiding customers through the iVisa journey while fostering teamwork and professional growth.
• Provide consistent feedback and coaching to create clear career paths and motivate your team to perform at their best.
• Ensure top performance in CSAT, Quality Scores, and response times by setting and executing continuous improvement plans.
• Drive high-impact initiatives that improve the customer experience and strengthen iVisa’s service standards.
• Collaborate with stakeholders to align the team on promotions and product updates, ensuring seamless integration into customer interactions.

What Will Make Us Choose You?

• Experience leading and developing Customer Service/Care teams in dynamic environments.
• Strong leadership, communication, and organizational skills with the ability to build trust and empathy.
• A data-driven mindset and proficiency in Excel/Sheets to identify trends and improvement opportunities.
• A proactive, energetic, and adaptable approach with a passion for customer service and continuous improvement.
• Advanced English skills, both written and spoken.
• The motivation to grow within iVisa and play a key role in shaping the customer experience.

Skills and competencies show up in different forms and can be based on different experiences, so we strongly encourage you to apply even if you don't have all the requirements listed above.