Role Summary
As the CS Engagement Lead, you will lead and inspire a team of proactive customer service professionals to engage with potential and existing customers. Your hands-on leadership will be critical to driving customer acquisition, satisfaction, and retention. This role requires a deep understanding of customer behavior, a passion for exceptional service, and a data-driven approach to improving team performance and outcomes.
Key Responsibilities
Team Leadership:
- Lead, coach, and motivate a team of outbound CS agents, setting performance goals and ensuring their success.
- Provide hands-on support, training, and feedback to improve individual and team performance.
- Conduct regular performance reviews and team meetings to foster a culture of collaboration and continuous improvement.
Customer Engagement:
- Develop and implement outbound strategies to engage customers who have expressed interest in the company’s products and services.
- Actively participate in outreach efforts to convert new or potential customers into loyal members.
- Oversee team communications via live chat, email, and follow-up calls to ensure a seamless onboarding experience.
Process Optimisation:
- Monitor and evaluate team workflows, identifying areas for efficiency and improvement.
- Collaborate with CRM, marketing, and operations teams to align outbound efforts with company goals and campaigns.
- Analyse customer feedback and data to refine outreach strategies and improve conversion rates.
Reporting and Analytics:
- Track key performance metrics for the team, such as conversion rates, response times, and customer satisfaction scores.
- Provide actionable insights to senior management, highlighting successes and opportunities for growth.
Qualifications and Skills
Education and Experience:
- Bachelor’s degree required.
- Minimum of 2 years in an outbound sales or customer service role, with at least 6 months of leadership experience.
- Prior experience in the iGaming industry is essential.
Core Skills:
- Excellent verbal and written communication skills, with a knack for fostering positive customer interactions.
- Proficiency in managing US-based accounts via phone, email, and chat.
- Adept at multitasking, problem-solving, and maintaining composure in high-pressure situations.
Technical Proficiency:
- Strong IT literacy and familiarity with customer-facing software.
- Experience with CRM platforms is a plus.
Personal Attributes:
- Genuine care for customers and a passion for delivering top-tier customer service.
- Proactive, goal-oriented, and committed to team success.
- A flexible and adaptive mindset, with a willingness to work shifts, weekends, and holidays as needed.
Important Requirements
A dedicated home office setup, including:
- Personal laptop or PC.
- Reliable internet connection.
- Headset with clear audio capabilities.