SummaryWe are seeking a dynamic, results-driven Team Leader to oversee, coach, and inspire a team of client service agents in a luxury digital environment. In this role, you will be responsible for driving individual and team performance, ensuring exceptional service quality and delivery, and fostering a positive and efficient work environment. You will play a critical role in maintaining operational excellence, meeting KPIs, and upholding the brand’s standards of client care.
Responsibilities- Lead, motivate, and support a team of online beauty consultants to achieve service, sales, and performance targets.
- Conduct regular 1:1s, team huddles, and performance reviews, in partnership with leadership.
- Set clear expectations, monitor productivity, and provide coaching and feedback.
- Track and analyze team KPIs, identify training needs, and implement improvement plans.
- Manage daily workflow, schedules, and resource allocation to maintain service level targets.
- Handle escalated customer issues, ensuring timely and satisfactory resolution.
- Prepare and deliver team performance reports and actionable insights to leadership.
- Support onboarding of new agents and ongoing skill development for existing team members.
Requirements- Proven experience managing client service teams, with a strong understanding of customer service workflows and business processes.
- Background in the luxury or cosmetics industry, with experience serving high-value clients.
- Proficient across all client communication channels (phone, email, chat, social messaging, video).
- Strong commercial mindset with the ability to support product selection and drive conversions.
- Excellent communication skills, including strong elocution, storytelling, and writing abilities.
- Tech-savvy, with the ability to use and adapt to multiple digital tools.
- Demonstrated resilience and sound judgment in managing team dynamics and complex client issues.
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