Experienced Customer Support Team Lead – Document Collection Function
At careerzynith, we're revolutionizing the used car market with our innovative, online-only platform that connects private car sellers with verified dealers nationwide. As a leading player in the industry, we're committed to delivering exceptional customer experiences and building a team of talented professionals who share our passion for excellence. We're now seeking an experienced Customer Support Team Lead to join our Document Collection team, where you'll play a critical role in ensuring a smooth handover for our dealers by working directly with sellers to gather and verify essential documents.
**About careerzynith**
careerzynith is the UK's fastest-growing used car marketplace, with a mission to transform the used car market through our cutting-edge technology. Founded in 2017, our platform has earned an 'Excellent' Trustpilot rating with over 70,000 reviews, thanks to our commitment to making the process refreshingly easy for our customers. Backed by leading investors like Index Ventures and ICONIQ Growth, we're on a mission to revolutionize the used car market and make a lasting impact.
**About the team**
Our Document Collection team is the unsung hero of our post-sale process, working tirelessly to ensure a seamless experience for our dealers. As a tight-knit team, we thrive on problem-solving and collaboration, and we're looking for a talented Team Leader to join our ranks. If you're passionate about delivering exceptional customer experiences and working with a supportive team, this could be the perfect opportunity for you.
**About the role**
As a Customer Support Team Lead, you'll be responsible for the overall performance of the document collection function, including supplier management, metric ownership, team leadership, performance monitoring, communication, analytical skills, and problem resolution. You'll work closely with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements. Your responsibilities will include:
* **Supplier Management:** Proactively managing and collaborating with our BPO partners to ensure service delivery meets our expectations and requirements.
* **Metric Ownership:** Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.
* **Team Leadership:** Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.
* **Performance Monitoring:** Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).
* **Communication:** Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.
* **Analytical Skills:** Analysing data and information sets, breaking them down to identify patterns, trends, and insights.
* **Problem Resolution:** Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.
**About you**
To succeed in this role, you'll need:
* Proven experience in a team leader or supervisory role.
* Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.
* Experience using ticketing systems, such as Zendesk.
* Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.
* Strong time management and prioritisation skills to meet tight deadlines.
* Adaptability and flexibility to adjust to changing priorities and unexpected challenges.
**You could be a great fit if**
You have:
* Prior experience in document verification, fraud detection, or related fields.
* Experience working with BPO partners.
* A passion for delivering a great experience.
* Strong communication skills to explain complex information clearly.
* Proactive problem-solving skills.
* A team player mentality who enjoys collaborating with others.
**Our interview process**
Our interview process consists of three stages:
1. **Qualifying Screen:** A 30-minute call to assess your experience and fit for the role.
2. **Hiring Manager Interview:** A 60-minute conversation with our Hiring Manager to discuss your qualifications and experience in more detail.
3. **Final Interview:** A 60-minute onsite interview with our team to assess your fit and cultural alignment.
You can expect to hear back from us within a week of each interview stage. We're committed to making our interview process as smooth and accessible as possible, and we're happy to accommodate any reasonable adjustments you may need.
**Why join careerzynith?**
At careerzynith, we offer a dynamic and supportive work environment that's committed to excellence. As a valued member of our team, you'll have access to:
* Competitive compensation and benefits packages.
* Opportunities for career growth and professional development.
* A collaborative and inclusive work environment.
* Flexible working arrangements to support your work-life balance.
* A comprehensive training program to help you succeed in your role.
If you're passionate about delivering exceptional customer experiences and working with a talented team, we'd love to hear from you. Apply now to join our Document Collection team as a Customer Support Team Lead and be a part of our mission to revolutionize the used car market.
Apply to this Job
Apply for this job
**About careerzynith**
careerzynith is the UK's fastest-growing used car marketplace, with a mission to transform the used car market through our cutting-edge technology. Founded in 2017, our platform has earned an 'Excellent' Trustpilot rating with over 70,000 reviews, thanks to our commitment to making the process refreshingly easy for our customers. Backed by leading investors like Index Ventures and ICONIQ Growth, we're on a mission to revolutionize the used car market and make a lasting impact.
**About the team**
Our Document Collection team is the unsung hero of our post-sale process, working tirelessly to ensure a seamless experience for our dealers. As a tight-knit team, we thrive on problem-solving and collaboration, and we're looking for a talented Team Leader to join our ranks. If you're passionate about delivering exceptional customer experiences and working with a supportive team, this could be the perfect opportunity for you.
**About the role**
As a Customer Support Team Lead, you'll be responsible for the overall performance of the document collection function, including supplier management, metric ownership, team leadership, performance monitoring, communication, analytical skills, and problem resolution. You'll work closely with our Business Process Outsourcing (BPO) partners to ensure service delivery meets our expectations and requirements. Your responsibilities will include:
* **Supplier Management:** Proactively managing and collaborating with our BPO partners to ensure service delivery meets our expectations and requirements.
* **Metric Ownership:** Maintaining oversight of key performance metrics related to the document review process, taking ownership to drive performance enhancements and process improvements.
* **Team Leadership:** Leading and managing a small team of Document Specialists, providing guidance, support, and coaching to help them achieve team goals.
* **Performance Monitoring:** Continuously monitoring team and individual performance and productivity, tracking and reporting on Key Performance Indicators (KPIs).
* **Communication:** Ensuring timely, clear, and concise communication of information to senior stakeholders through appropriate channels and formats.
* **Analytical Skills:** Analysing data and information sets, breaking them down to identify patterns, trends, and insights.
* **Problem Resolution:** Identifying, addressing, and resolving challenges proactively, using critical thinking and analytical skills to develop effective solutions.
**About you**
To succeed in this role, you'll need:
* Proven experience in a team leader or supervisory role.
* Demonstrated experience working in a contact centre environment with a track record of delivering excellent customer service.
* Experience using ticketing systems, such as Zendesk.
* Excellent written and verbal communication skills, with the ability to proactively manage stakeholders.
* Strong time management and prioritisation skills to meet tight deadlines.
* Adaptability and flexibility to adjust to changing priorities and unexpected challenges.
**You could be a great fit if**
You have:
* Prior experience in document verification, fraud detection, or related fields.
* Experience working with BPO partners.
* A passion for delivering a great experience.
* Strong communication skills to explain complex information clearly.
* Proactive problem-solving skills.
* A team player mentality who enjoys collaborating with others.
**Our interview process**
Our interview process consists of three stages:
1. **Qualifying Screen:** A 30-minute call to assess your experience and fit for the role.
2. **Hiring Manager Interview:** A 60-minute conversation with our Hiring Manager to discuss your qualifications and experience in more detail.
3. **Final Interview:** A 60-minute onsite interview with our team to assess your fit and cultural alignment.
You can expect to hear back from us within a week of each interview stage. We're committed to making our interview process as smooth and accessible as possible, and we're happy to accommodate any reasonable adjustments you may need.
**Why join careerzynith?**
At careerzynith, we offer a dynamic and supportive work environment that's committed to excellence. As a valued member of our team, you'll have access to:
* Competitive compensation and benefits packages.
* Opportunities for career growth and professional development.
* A collaborative and inclusive work environment.
* Flexible working arrangements to support your work-life balance.
* A comprehensive training program to help you succeed in your role.
If you're passionate about delivering exceptional customer experiences and working with a talented team, we'd love to hear from you. Apply now to join our Document Collection team as a Customer Support Team Lead and be a part of our mission to revolutionize the used car market.
Apply to this Job
Apply for this job