Customer Care Team Leader
Petach Tiqva, Israel
Payoneer’s mission is to enable businesses of all sizes from anywhere in the world to access the rising, global economy by enabling them to transact globally as easily as they do locally. Life at Payoneer is a global community, where you’ll work with colleagues all over the world, serving small- and medium-sized business customers and partners in over 190 markets.
We’re looking for a highly motivated and energetic leader who will oversee a team of customer service associates. Your primary goal will be to ensure the team exceeds performance targets while delivering excellent customer service.
What’s the job?
- Monitor the team’s performance (~ 15 associates), provide coaching, feedback and mentorship to improve performance and achieve targets
- Conduct managerial routines such as team meetings to communicate goals, updates, and service procedures
- Address escalated customer issues promptly and effectively
- Track and analyze team performance metrics and prepare reports
- Identify trends, performance gaps, and areas for improvement and work closely with different functions streamline processes and resolve issues
- Responsible for employees engagement and professional development
- Managing projects and tasks related to the customer care department
Have you done this kind of stuff?
- 2 - 3 years previous experience in a similar role - Must
- Previous experience in an international call center - Must
- Strong managerial skills
- High English level
- Self-learning ability
- Responsibility and ownership taking
- Problem-solving ability
- Creative thinking and innovation
- Proficient in MS Office
#LI-Hybrid
