Overview

Client Team Leader (CTL)

Job Description/Requirements

Influx is a high-growth startup offering a scalable, elastic, and turnkey customer support solution for tech companies and eCommerce brands from all over the world.

Our head office is in Melbourne, Australia, and we have 600+ staff around the world.

We’re looking for a detail-oriented and thoughtful person to lead our Kenyan Customer Support team. Your team will be tasked with answering customer questions for a range of companies, and you’ll need to be able to think on your feet and communicate clearly & effectively with the clients.

The ideal candidate will need to work a 3 PM – 1 AM midnight shift.

What we’re offering:

Join a high-growth startup, full of possibilities
Professional and motivated colleagues from around the globe
Fair and open culture
Work from home arrangement
Work with clients in the USA, EU, and elsewhere

What We’re Looking for:

3 years of experience in leading a team
Excellent English skills (verbal and written)
Strong problem-solving skills
Prior experience serving clients in a B2B environment

Duties:

Communicate with and understand the clients and their expectations
Lead and manage your team to fulfill client’s expectations
Create effective high-quality training materials
Form effective plans and roadmaps to ensure the team delivers results consistently
Forecasting and planning in anticipation of the client’s needs.
Contribute to a high-performance and friendly workplace culture
Drive results collaboratively by working with various stakeholders

MODE OF APPLICATION

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About Influx

We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.

We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month.

Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.

Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents.