Team Lead - Customer Service

We are looking for an organized and proactive Team Lead for our Personal Care Department to oversee the quality of resources and ensure timely responses within the team. This role involves managing training sessions, resolving issues, onboarding new beauticians, updating pricing and deals in line with market trends, and addressing technical issues related to the app. The Team Lead will also be responsible for preparing and presenting monthly reports on key metrics.

Key Responsibilities:

Quality Assurance:

Monitor and maintain the overall quality of resources provided to beauticians.
Ensure quick and effective responses to queries and issues.

Training and Development:

Conduct regular training sessions to enhance the skills of beauticians.
Provide support to resolve any issues faced by beauticians in their day-to-day operations.

Onboarding:

Oversee and manage the onboarding process for new beauticians, ensuring a smooth integration into the team.

Pricing and Deals Management:

Regularly update service pricing and promotional deals to align with current market trends.

Creative Input:

Collaborate with the marketing team to provide creative suggestions for campaigns and initiatives that promote the personal care services.

Technical Issue Management:

Address technical issues related to the app and troubleshoot as necessary.
Manage the suspension and reactivation of beauticians on the platform.

Reporting:

Prepare and present detailed monthly reports comparing current metrics with previous month and year, identifying trends and areas for improvement.

Qualifications:

Proven experience in a leadership or team management role.
Strong communication skills with the ability to manage multiple tasks simultaneously.
Experience in training and developing teams, especially in a personal care or beauty industry setting.
Familiarity with market trends in pricing and promotional offers.
Ability to handle technical issues and troubleshooting.
Strong organizational skills with attention to detail.
Proficiency in data analysis and reporting.
Previous experience with app-based platforms is a plus.