Job Description

Supervise daily handling of customer complaints, inquiries, and problem cases.
Ensure timely and effective resolution in line with service level agreements (SLAs).
Analyze recurring issues and work with relevant teams to reduce case volumes.
Lead the SWAT team to manage urgent delivery issues such as stuck, lost, or high-priority parcels.
Coordinate with operations and ground teams to resolve escalated delivery issues quickly.
Maintain close monitoring and reporting of high-priority cases to leadership.
Work closely with SPX operations, customer service, and logistics teams to improve end-to-end service experience.
Liaise with tech or product teams for system improvements or tools needed for case resolution.
Track KPIs such as resolution time, CSAT (Customer Satisfaction Score), and all of OKRs areas.
Use data to find root causes and develop action plans to improve performance and reduce case backlogs.
Lead and mentor a team of agents or specialists managing case and SWAT activities.
Conduct regular training, performance evaluations, and process updates.
Identify customer pain points and suggest enhancements to services or processes.
Proactively work on initiatives to reduce customer effort and increase satisfaction.

Requirements

Bachelor's degree in Business, Communications, or a related field.
5+ years of experience in customer service, with at least 2-3 years in a supervisory or managerial role.
Proven experience managing teams in live, non-live and SWAT customer service environments (Call, Email, Social media, etc.).
Strong understanding of all mile delivery and logistics processes.
Ability to interpret KPIs like CSAT and delivery SLA metrics.
Strong communication and interpersonal skills to collaborate across teams (CS, Operations, Warehouse and others related).
Conflict resolution and escalation management abilities.
Capable of leading a SWAT team and making quick decisions under pressure.
Proactive mindset for root cause analysis and implementing improvements.
Comfortable working in fast-paced, high-pressure environments with quick turnaround times.
Experience with SWAT, Crisis, social media management, live chat platforms, and call technology is a plus.
Knowledge of e-commerce or logistics industries is a plus.
Familiarity with quality assurance practices and performance monitoring is a plus.

Customer Service L2 Team Lead (SPX)