Description
Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
The Leo Customer Support team is hiring a site leader for the new Cairo office locations. The role will manage the local Tier 2 Technical Care Agent (TCA) team to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Our team is actively seeking motivated, talented, and customer obsessed individuals who are eager to build and improve the experience for Leo customers. They will own the customer satisfaction journey from base case customer contacts through complex exceptions and escalation path customer issues.
Key job responsibilities
Scale the Leo CS site from zero headcount and new site construction to a fully productive network node in 12 months. This site will support global locations and run 24x7, largely supporting EU language contacts in real time across voice and chat channels as well as escalation handling via tickets and case management tools.
Own facilities management activities such as construction, associate transportation partnership, and site security by partnering with GREF, Security, and other supporting teams.
Help build, lead, and motivate a team of Tier 2 Leo TCAs responsible for delivering exceptional support to Leo B2C, SMB, and Field Service partners while achieving performance targets.
Provide ongoing coaching, training, and feedback to team members to enhance their skills and capabilities.
Oversee daily operations of the customer service department, including managing inbound inquiries and resolving customer issues.
Handle escalated customer inquiries or complaints with professionalism and empathy, seeking resolution to ensure customer satisfaction.
Develop and implement strategies to improve efficiency, productivity, and customer satisfaction levels.
Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.
Conduct regular audits of customer interactions and provide feedback for improvement.
Collaborate with other departments, such as Learning and Development, Field Support, and Outsource Partners to ensure alignment and coordination in delivering a seamless customer experience.
Maintain accurate records of customer interactions, transactions, and inquiries using the Leo CRM system and trouble ticketing tools.
Monitor and analyze key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
Ability to work flexible Full-Time (40+ hours per week) schedule
A day in the life
As Site Leader, you will hire and develop a group of specialized multi-lingual agents tasked with resolving complex customer issues and escalations including account management, technical support, safety concerns, social media interactions, fraud prevention, installation services, and general customer support. Through collaboration with internal and external stakeholders, you will develop customer-centric solutions. Your team will serve as the primary identifier of emerging issues and trends affecting Leo customer satisfaction, while contributing to process refinements and product improvements that drive continuous improvements.
This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations.
About The Team
Leo Customer Support is part of the Leo Customer Operations team. Our mission is to plan, develop and execute on strategies to launch and operate Leo services globally through multiple distribution channels. Through regional and local country operations, our team is responsible for delivering revenue from residential and small business broadband services. On a global level, regional and country level, the team develops business models, local and regional partnerships and fixed service operations in service enabled countries.
Basic Qualifications
- Bachelor's degree
- 4+ years of team management experience
- Experience using Windows Operating Systems and Microsoft Outlook
- Experience communicating to senior management and customers verbally and in writing
- Experience in complex problem solving, and working in a tight schedule environment
- Experience handling customer escalations
- Experience working with changing priorities and schedules
- Experience pulling and reporting data from numerous databases (using Excel, Access, SQL and/or other data management systems)
- Experience in Customer Service
- Strong leadership and interpersonal skills, with the ability to inspire and motivate team members
- Proficiency in using CRM software and other relevant tools to track and manage customer interactions
- Results-oriented, have high integrity, and a desire to be part of a world-class, rapidly expanding company
Preferred Qualifications
- Master's degree
- Experience hiring, developing, and managing high-performing technical teams
- Experience managing large teams across multiple locations and languages, or experience with current technologies to help handle the workflow in an inbound call/email center
- Six Sigma Green Belt, or Six Sigma Black Belt Certification
- Enterprise Support experience is a plus
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Company - Souq.com for E-Commerce elim co Intangible
Job ID: A10465923
