Description

We are growing rapidly and are looking for a Customer Service Team Leader for our Night Shift 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.
• Truly Remote-First: You can work from anywhere. We even encourage global travel.
• Training Allowance: You will have access to an outstanding 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.
• Rest and Relaxation: We offer flexible Paid Time Off (PTO) for all employees.

As a Customer Service Team Leader, You Will

• Lead and Empower a Team: Guide customers through the iVisa journey, fostering your team's professional development through effective coaching, communication, and teamwork.
• Mentor and Coach: Provide consistent feedback and coaching to create clear career paths and actively mentor your team.
• Drive Performance: Ensure optimal team performance by monitoring and driving improvements in CSAT (Customer Satisfaction), Quality Scores, and response times. You will set and execute continuous improvement plans.
• Champion Initiatives: Lead and champion high-impact initiatives that transform the customer experience, actively participating in and driving a continuous improvement culture.
• Collaborate with Stakeholders: Establish clear communication channels for regular collaboration with stakeholders on promotions and product updates, ensuring seamless integration of this information into team knowledge and customer interactions.
• Foster a Positive Environment: Create a positive, engaging, and supportive team environment that motivates agents, recognizes their contributions, and promotes happiness and well-being.

What Will Make Us Choose You?

• Leadership Experience: Proven experience in leading, developing, and motivating Customer Service/Care teams in a dynamic environment, including experience in a night shift environment.
• Data-Driven Mindset: A strong passion for customer service with a data-driven approach to problem-solving.
• Communication & Interpersonal Skills: Excellent leadership, organizational, and interpersonal skills with the ability to build trust and empathy.
• Proactive & Autonomous: A proactive, self-motivated, and energetic mindset with the autonomy to make decisions, react quickly to incidents, and drive continuous improvement.
• Performance Management: Demonstrated ability to manage a team's performance, including coaching, providing feedback, and addressing performance issues.
• Analytical Skills: Experience in analyzing data and generating reports to identify trends. Proficiency in Excel/Sheets is desired.
• Time Management: Excellent time management skills and the ability to effectively organize and prioritize work assignments.
• Fluency in English: Required for effective communication with a diverse customer base and global team.
• Flexibility: A willingness to work a flexible schedule as needed to support team operations.
• Growth Mindset: A strong desire to grow with iVisa and play a fundamental role in shaping the team and the overall 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.