Job Description

Description

Key Responsibilities

Leadership & Team Development

  • Lead, coach, and develop a team of 10–20 account specialists.
  • Set clear performance expectations and hold team members accountable for achieving service, quality, and productivity goals.
  • Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
  • Identify high-potential employees and support career development and succession planning.
  • Foster a positive, inclusive, and high-performing team culture.

    • Customer Experience Excellence

  • Ensure delivery of exceptional customer service across all customer interactions.
  • Monitor customer satisfaction metrics and implement actions to improve performance.
  • Manage and resolve escalated customer concerns in a professional and timely manner.
  • Promote a customer-first mindset and white-glove experience throughout the team.

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