Team Leader
Department: 73-432 - Customer Services
Employment Type: Permanent - Full Time
Location: India - Hyderabad
Description
Reporting to the Customer Services Manager, the Customer Services Team Leader oversees day-to-day operations to ensure seamless service for DAZN customers. This role collaborates with the wider business to enhance customer service, drive value, and maintain regulatory compliance.
The ideal candidate will lead, motivate, and manage a dynamic team, driving performance and improvement while fostering brand advocacy and loyalty among global sports fans.
Responsibilities include process development, performance monitoring, and proactive customer support to ensure exceptional service delivery and continuous improvement.
Key Responsibilities
· Lead and develop the Customer Services team, providing coaching and feedback to meet KPIs.
· Act as a point of escalation for complex queries and ensure the team operates in a safe and trusting environment.
· Conduct regular quality checks to uphold our Customer Ethos and maintain high CSAT scores.
· Ensure adequate team resourcing to meet customer demand and maintain SLAs.
· Analyze performance data to identify process improvements and enhance customer service.
· Collaborate with cross-functional teams to share information and improve the customer experience.
· Provide exceptional customer service and support, including during busy periods.
Skills, Knowledge & Expertise
· Proven team management experience with strong motivational skills.
· Excellent customer care skills, with the ability to handle high-level queries and complaints.
· Proficiency in MS Office.
· Ability to identify process improvement opportunities.
· Availability to work evenings, weekends, and bank holidays to meet business needs.
Preferred qualifications:
· Experience using Zendesk.
· Previous experience managing a 24/7 operations team.
· Familiarity with Customer Service metrics and quality focus.