Community Success Team Lead at Ignition Group

Description

Leadership and Team Management

• Lead and motivate the customer support team to deliver high-quality service across channels (email, live chat, and social media).
• Set clear expectations, provide guidance, and ensure team alignment with Gumtree’s customer-first values.
• Conduct regular coaching, performance reviews, and feedback sessions to support individual growth and accountability.

Operational Expectations

• Oversee day-to-day operations to ensure timely and accurate resolution of customer queries.
• Monitor key metrics (e.g., Time to First Response, CSAT, Resolution Time, First Contact Resolution) and drive continuous improvements.
• Manage queue volumes and allocate resources to meet service levels.

Quality Assurance and Policy Compliance

• Ensure the team adheres to Gumtree’s customer support policies, community guidelines, and data protection standards.
• Review interactions (emails, chats) and provide actionable feedback to maintain quality and consistency.
• Identify common customer pain points and escalate to relevant teams for resolution.

Training and Development

• Identify skill gaps and training needs within the team.
• Deliver onboarding training for new team members and ongoing learning opportunities for the team.
• Promote a culture of knowledge sharing and continuous learning.

Reporting and Insights

• Prepare reports on team performance, customer trends, and key issues for management review.
• Use insights from data to proactively address challenges and improve support delivery.

 Ad Moderation

• Collaborate closely with the Ad Moderation Team Lead to ensure platform compliance, safety, and integrity.
• Oversee and manage community risk escalations, including incidents related to predatory behavior, suicide threats, and other critical safety concerns.

Requirements

• At least 1 Year experience as a team leader or similar role specializing in customer support or technical support operations.
• High school diploma or equivalent.
• Additional qualifications in customer service or a related field are beneficial