As a customer service leadership professional, you will oversee daily operations of our team, ensuring high-quality service delivery and customer satisfaction. This key role requires strong management skills, a customer-focused mindset, and the ability to analyze performance metrics. Key Responsibilities Customer Service Leadership - Lead, motivate, and develop the customer service team, fostering a positive work environment. - Monitor team performance and customer interactions to ensure adherence to service standards and quality assurance metrics. - Handle tough customers and complaints, providing effective resolutions and maintaining customer satisfaction. Process Improvement - Develop and implement customer service policies, procedures, and best practices to enhance operational efficiency. - Analyze customer cases, support metrics, and service trends to identify areas for improvement and implement actionable solutions. Internal Processes - Collaborate with other departments to address customer needs. - Document each interaction thoroughly in our system, ensuring accurate records of issues, resolutions, and follow-up actions. - Prepare and present reports on team performance, customer feedback, and service improvements. Requirements Education & Experience - Proven experience in a customer service management role, preferably in a technology or sports industry. - A bachelor's degree in a relevant field such as Administration, Communication, or Management is preferred. Skills & Qualifications - Strong leadership and team management skills, with a track record of developing high-performing teams. - Proficiency in English, as the role involves supporting customers in this language. - Familiarity with sports technology, particularly golf or similar fields. - Ability to analyze data and metrics to drive performance improvements and operational efficiency. - Excellent communication skills, both verbal and written, with a friendly, customer-centric attitude. Technical Proficiency - Proficiency in ticketing software such as Zendesk. - Proficiency with the Windows OS and general knowledge of computer systems. - General knowledge of technologies, such as TVs, Projectors, Monitors, Laptops, and Mobile Devices. - Proficiency in Microsoft Office applications and collaboration tools is essential for effective communication, teamwork, and presentation of technical information. Additional Requirements - A proven track record of delivering results in a fast-paced environment. - The ability to work effectively in a team and provide guidance and support to colleagues. Benefits - Opportunities for career growth and development. - A competitive compensation package. - A dynamic and supportive work environment.