Lead Customer Support Specialist

Our client, a rapidly expanding e-commerce platform, is seeking an experienced and empathetic Lead Customer Support Specialist to join their team in **Brampton, Ontario, CA**. This role is integral to ensuring exceptional customer experiences by providing timely, accurate, and effective support across multiple channels. The Lead Specialist will also be responsible for mentoring junior team members, identifying service improvements, and handling escalated customer issues. The ideal candidate possesses outstanding communication skills, a passion for customer service, and a proven ability to resolve complex problems.

Responsibilities: Provide high-quality customer support via phone, email, and live chat, addressing inquiries and resolving issues efficiently. Act as a point of escalation for complex customer problems, demonstrating strong problem-solving and de-escalation skills. Train, mentor, and guide new and existing customer support representatives. Monitor customer service performance metrics and identify areas for improvement. Develop and update customer support documentation, FAQs, and knowledge base articles. Analyze customer feedback and trends to provide insights to management for product and service enhancements. Ensure adherence to company policies and service level agreements (SLAs). Collaborate with other departments, such as sales and technical support, to resolve customer issues holistically. Handle customer complaints with professionalism and work towards satisfactory resolutions. Contribute to fostering a positive and customer-centric team environment. Qualifications: High school diploma or equivalent; post-secondary education in a related field is an asset. Minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a lead or supervisory capacity. Proven track record of excellent customer service and conflict resolution skills. Proficiency with CRM software and customer support ticketing systems. Strong understanding of e-commerce operations and common customer service challenges. Exceptional verbal and written communication skills, with the ability to communicate clearly and concisely. Strong interpersonal skills and the ability to build rapport with customers and colleagues. Excellent organizational skills and the ability to manage time effectively. Ability to remain calm and professional under pressure. Experience in training or coaching team members is highly preferred. This role in **Brampton, Ontario, CA** offers a competitive salary, benefits package, and the opportunity to grow within a dynamic company. If you are passionate about customer advocacy and leadership, we encourage you to apply.