Customer Support Team Leader (New Jersey, Remote)

Fiverr is looking for a dynamic, high-performing team leader who thrives in fast-paced environments to lead our Customer Support team. If you are an experienced Customer Support Professional Team Leader who enjoys communicating, helping others and providing long-term solutions to your customers, then this is the role for you. Our Support team quickly adapts to customer needs to deliver a human and consultative support experience through creative problem-solving and a thorough knowledge of how Fiverr works.

Fiverr is the worlds largest freelance marketplace platform It. buyers and sellers through gigs in a massive range of more than 700 categories. Buyers can approach sellers by searching for services and clicking on various gigs, and Fiverr may automatically match sellers and buyers too. There are over 4 million customers in a 160 countries. Check us out at

Location: This position is based in New Jersey (remotely) with travel to the NY office occasionally.

• Improve the overall customer support experience of Fiverr
• Recruit, hire, coach and develop customer service agents
• Analyze KPI’s and metrics to improve overall performance of team
• Evaluating performance using key metrics (accuracy, adherence, call waiting times)
• Monitor team performance and report on metrics
• Evaluate the quality of tickets and chats, coach the team towards continuous improvement
• Take ownership of customer issues and follow problems through to resolution
• Set a clear mission and deploy strategies to measure success
• Develop procedures, policies, and standards
• Analyze statistics and compile accurate reports
• Collaborate with other teams, to share customer insights, provide feedback on product features, and ensure a seamless customer experience across all touchpoints.

At Fiverrr we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.

REQUIREMENTS

• At least 2 years of customer support team management experience a must, with virtual experience preferred
• Team player - Ability to work well with other team leaders and shift managers to achieve our goals
• Excellent communication and leadership skills
• Familiarity with customer support platforms and ticketing/chat systems (Zendesk and Jira)
• Experience with AI tools to improve the customer experience and support processes
• Experience with training and coaching team members
• Developed and implemented process improvements to increase efficiency
• Excellent knowledge of performance metrics
• Experience with evaluating the quality of tickets and chats
• Analytical and proven ability to build reports
• Excellent time management skills