Role Overview
Join our dynamic Customer Service Associates team at Arrow as a Customer Service Representative Team Leader. This pivotal leadership role offers the opportunity to guide a high-performing team dedicated to delivering exceptional customer experiences. You will serve as the primary point of escalation, mentor representatives, and drive continuous improvement in service quality, efficiency, and customer satisfaction metrics. This position is ideal for a seasoned customer service professional ready to step into a supervisory capacity within a collaborative, fast-paced environment.
Core Responsibilities
- Team Leadership & Supervision: Lead, coach, and motivate a team of Customer Service Representatives to achieve individual and collective performance targets, including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
- Performance Management: Conduct regular performance reviews, provide constructive feedback, develop personalized coaching plans, and manage corrective action processes when necessary.
- Escalation Management: Act as the primary escalation point for complex customer issues, complaints, and high-priority cases, ensuring timely and effective resolution while maintaining brand reputation.
- Quality Assurance & Monitoring: Monitor calls, chats, and emails for quality assurance; calibrate scoring standards; and implement targeted training initiatives to address skill gaps.
- Workforce Management Collaboration: Partner with Workforce Management (WFM) to optimize scheduling, forecast volume, manage real-time adherence, and ensure adequate staffing levels across all channels (voice, chat, email, social).
- Process Improvement: Identify trends, root causes of repeat contacts, and systemic issues; collaborate with cross-functional teams (Product, Operations, IT) to drive process improvements and reduce customer effort.
- Reporting & Analytics: Generate and present daily, weekly, and monthly performance dashboards; analyze key metrics; and provide actionable insights to senior leadership.
- Onboarding & Training: Facilitate new hire onboarding, conduct product knowledge refreshers, and lead ongoing skill development workshops (e.g., de-escalation techniques, CRM proficiency, communication excellence).
- Policy & Compliance Adherence: Ensure team compliance with company policies, data privacy regulations (GDPR, CCPA), and industry standards.
Required Qualifications
- Experience: Minimum 3-5 years in a customer service or contact center environment, with at least 1-2 years in a Team Lead, Supervisor, or Senior Representative role with mentoring responsibilities.
- Leadership Skills: Proven ability to lead, develop, and retain talent; strong coaching, conflict resolution, and performance management capabilities.
- Communication Excellence: Exceptional verbal and written communication skills in English; additional languages (French, Arabic) are a significant asset for the Morocco market.
- Technical Proficiency: Advanced proficiency with CRM platforms (e.g., Salesforce, Zendesk, Freshdesk), ticketing systems, and contact center telephony (e.g., Genesys, Five9, Talkdesk). Strong Excel/Google Sheets skills for reporting.
- Analytical Mindset: Ability to interpret data, identify trends, and make data-driven decisions to improve team performance.
- Education: Bachelor's degree in Business Administration, Communications, or related field preferred; equivalent experience accepted.
Preferred Skills & Competencies
- Experience with Quality Assurance (QA) program design and calibration.
- Familiarity with Workforce Management (WFM) tools and scheduling best practices.
- Six Sigma, Lean, or Kaizen certification / continuous improvement methodology experience.
- Prior experience in a B2B, SaaS, E-commerce, or Financial Services support environment.
- Multilingual fluency: English + French and/or Arabic (Darija) highly desirable for the Moroccan market.
- Experience managing remote or hybrid teams.
What Makes This Role Unique
At Arrow, we view customer service not as a cost center but as a strategic differentiator. As a Team Leader, you will have direct visibility into customer sentiment and a voice in shaping product and policy decisions. We invest heavily in leadership development, offering structured management training, mentorship programs, and a clear career progression path toward Operations Manager or Customer Experience Director roles. Our culture emphasizes psychological safety, radical candor, and data-driven empathy — you'll lead a team that's empowered to solve problems creatively, not just follow scripts. Located in Morocco, this role offers the chance to work in a vibrant, multicultural hub serving global markets.
Key Performance Indicators (KPIs)
- Team CSAT / NPS targets
- First Contact Resolution (FCR) rate
- Average Handle Time (AHT) optimization
- Agent occupancy & adherence
- Quality Assurance (QA) scores
- Employee engagement & retention rates
- Escalation resolution time
- Training completion & certification rates
Work Environment & Culture
Arrow fosters an inclusive, high-trust culture where innovation, accountability, and customer obsession are core values. We offer a modern workspace (or hybrid flexibility), competitive compensation, comprehensive benefits, and regular team-building initiatives. You'll collaborate with passionate professionals across Customer Success, Product, Engineering, and Sales — all united by a mission to deliver world-class customer experiences.