About Whizz:

Whizz is a rapidly growing NYC-based mobility company that offers monthly subscription-based services for last-mile vehicles to delivery drivers and businesses. Our mission is to help the fast-growing and underserved segment of gig workers acquire and use expensive equipment to boost their profits. We currently offer e-bikes rental/rent-to-own/sales services, but our vision is to expand to other types of products and services in the future.

Rent Electric Bike For Delivery In New York - Whizz

Why we’re seeking a Customer Service Team Lead:

As Whizz continues to grow, we are seeking an experienced Customer Service Team Lead to join our team. As a key member of our team, you will be responsible for managing the team of remote customer service representatives to ensure that our customers receive the best possible experience. You will play a critical role in driving customer satisfaction and retention by developing and managing schedules, distributing tasks, and ensuring that our team is providing timely and effective support to our customers. If you are a self-starter with a passion for customer service, and have experience managing teams in a fast-paced environment, we'd love to hear from you.

Responsibilities:

• Manage and lead a team of 5+ remote Customer Service Representatives (CSRs).
• Oversee incoming leads and conversion of leads to customers through phone calls, chats, and messengers.
• Develop and manage schedules for the customer service team, ensuring that we are adequately staffed to handle incoming inquiries across all channels.
• Distribute tasks among customer service representatives on a daily basis, ensuring that all inquiries are handled in a timely and effective manner.
• Develop and adapt scripts for customer service interactions, ensuring that our team is consistently delivering high-quality support to our customers.
• Manage the settings of software used for customer service, including chat platforms, phone call software, and CRM systems.
• Communicate with tech support of this software when needed to ensure the smooth operation of our customer service channels.
• Develop and maintain a comprehensive knowledge base for customer service in Notion, ensuring that it is regularly updated.
• Prepare daily, weekly, and monthly performance reports and use this data to continuously optimize our operations.
• Provide leadership and guidance to the customer service team, developing their skills and capabilities and fostering a positive and productive team environment.
• Collaborate closely with other teams across the organization, including marketing and operations, to ensure that we are providing a seamless and high-quality experience to our customers.

Requirements:

• 1+ years of experience in a customer service role in a supervisory capacity.
• The ability to work on the EST time zone schedule.