Customer Experience- Team Lead (Mx)

**The Role**

The Customer Care Team Leader is responsible for guiding, providing instructions, and directing the Customer Care Team, ensuring compliance with company guidelines in terms of the quality of service provided to the customers, serving as a touch-point in assisting the Customer Care Representatives in responding to customer inquiries and resolving issues or complaints. To do this role properly you should have a detailed understanding of the full GSuite and Internet software, be competent at solving problems collaboratively, and have demonstrated relevant skills in handling a team. Additional responsibilities and duties as needed. Applicants should have flexible scheduling availability for US hours/timezones. This job requires a full-time (40 hr/wk) paid, fully remote position. This position may be required to work overtime, holidays, and weekends as necessitated by the needs of the business.

**Responsibilities**
- Manages a team of assigned customer service representatives and ensures they comply with company guidelines related to the quality of service.
- Manages the flow of day-to-day operations.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Experience leaders or other appropriate staff.
- Leads training during the new hire onboarding process to protect and ensure MaryRuth's Standard Operating Procedures (SOPs) are being properly introduced.
- Coaches new team members to facilitate skills development.
- Fields procedure-related questions and assists in decision-making on handling customer matters.
- Delegates responsibility and assigns daily tasks.
- Serves as the contact leader during a scheduled shift for Complaints/Adverse Events (AE)/Serious Adverse Events (SAE).
- Ensures proper procedures are being followed and ensures essential forms are being completed at all times.
- Other related duties as assigned
- Some travel (