Customer Experience AMR Team Lead, Jaybird

Customer Support Group Park City, Utah


Description

Position at Jaybird

The Role:

The Customer Team Lead is responsible for providing leadership for Customer Support agents and superior customer service to and maintaining strong professional relationships with customers.  This position will assist agents and customers with product related questions, develop information on new products and resolve escalated customer questions and problems or properly escalate further. This role will include back-office tasks including approving refunds, RMAs, sales/fulfillment, and reports. As a Customer Experience Team Lead you will be the link between our agents and the people who make the products.

This function requires flexibility, accuracy, commitment, and clean execution to be successful.

Job Location:

Park City, Utah

Reporting Manager:

CX AMR Manager

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Jaybird. In this role you will:

  • Document solutions and track communications as required and defined within Contact Center processes.

  • Handle customer service and technical escalations and questions to a completion rate as close to 100%, where and when possible.

  • Have experience dealing with and managing refunds, RMAs, sales/fulfillment, and reports daily or on an as-needed basis.

  • Participate in product development, product, web, app, and firmware testing.

  • Provide feedback and support to department and company to maintain and improve levels of service and support.

  • Escalate to supervisor any issues or situations which could be detrimental to the productivity of the department or company.

  • Suggest improvements to and create new knowledge base articles based on developing trends and resolved customer issues.

  • Participate in the development and review of product support documentation as required.

  • Ensures that all Key Performance Indicators (KPIs), personal targets and operational objectives are achieved.

  • Takes corrective and preventive actions related to the optimization and improvement of the work on the campaigns he/ she is responsible for.

  • Identifies and advises on the need for particular training and demands additional coaching from his/her team leader, if required.

  • Strive to successfully make every customer an NPS Promoter by delighting customers, above and beyond the call of duty.

  • Communicate with colleagues in a professional manner in order to promote a healthy working environment.

  • Adhere to the working schedules and discuss in advance with his/her team leader any future plans for required leave.

  • Perform all other tasks, assigned by the immediate manager, in accordance with his/her qualifications.

  • Our HQ is based in the mountains so occasionally access can be restricted to the Contact Center. You will be provided with the equipment and training required to work from home if needed. All you will need is a quiet and distraction-free space.

  • Some travel may be required.


 

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

  • Contact center experience – a minimum of 6 months in a customer service position.

  • Excellent computer literacy/typing skills.

  • Proficient spelling and grammar.

  • Experience using Zendesk, or other customer relationship management platform.

  • Excellent communication skills.

  • Team player who enjoys challenges.

  • Analytical and organizational skills.

  • Independent and creative thinker.

  • Strong Service Mindset - de-escalation, problem resolution, ability to assimilate information quickly, accuracy, ability to multitask, etc are essential.

  • Ability to educate customers on how to resolve complex technical issues.

  • 1 year working in a customer experience environment.

Education:

  • High School diploma, GED, or equivalent work experience


 

Jaybird’s parent company is Logitech. Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

 “All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.