Customer Service Team Leader

EMEA · Full-time

About The Position

As Elementor’s Customer Service Team Leader, you’ll report to the CS Group Manager and lead the daily operations of one of Elementor’s support teams. You will be responsible for ensuring your agents’ availability to meet or exceed Elementor's established SLAs. You’ll gain insights into Elementor’s technology and play a key role in delivering world-class customer service to our clients.

As a team leader in our customer-facing group, you’ll collaborate with a global team of professionals to continuously develop and enhance the customer experience of Elementor’s users.


Work Environment

What do we do?

Elementor is the leading website building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.

A new website is created every 10 seconds using Elementor!

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 16M websites powered by Elementor. About 10% of all websites around the world are built using Elementor!

How do we do it?

At Elementor, we’re building the future of web creation.

We believe in empowering our employees and our users, enabling people to grow.

Creativity, professionalism, curiosity, motivation, and friendship are the driving force behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.


We recorded and filmed a podcast specifically for you.

We recommend watching or listening to better understand the story behind the team, the essence of the role, and how to optimally prepare for the next step in your recruitment process.

https://elemn.to/CX-podcast



Responsibilities

  • Manage your team’s day-to-day operations 
  • Directly supervise support staff, including recruitment and evaluations
  • Supervise the performance of contracted employees 
  • Mentor your team members through coaching and training
  • Oversee the onboarding process for new team members 
  • Track and record personal and team metrics
  • Create and disseminate support team materials and processes
  • Collaborate with other team members and company departments to continuously improve customer experience


Requirements

  • At least 2 years of experience in a support role
  • Experience managing a global team
  • Experience with workforce management and support team scheduling tools
  • Strong analytical thinking skills
  • Effective oral and written communication skills in English
  • Available during EMEA working hours 
  • Able to multitask in a dynamic, fast-paced environment 
  • Driven to explore new methodologies and identify new growth opportunities
  • Self-motivated and accountable when working independently
  • A team player who cultivates a transparent workplace culture
  • Exceptional courtesy, patience, and an overall “people person”
  • Experience with Elementor tools – an advantage
  • Familiarity with WordPress and other CMS platforms – an advantage
  • Experience with HTML, CSS, JavaScript, PHP, and other languages – an advantage


Podcast

We recorded and filmed a podcast specifically for you.

We recommend watching or listening to better understand the story behind the team, the essence of the role, and how to optimally prepare for the next step in your recruitment process.

https://elemn.to/CX-pod


Apply for this position