סקירה כללית
Customer Support Agents & Team Lead Location: In-office, Har Tuv Hours: Full-time | 3:00 p.m.–12:00 a.m. (U.S. hours) | Flexibility for after-hours as needed What We’re Looking For: * A proactive, people-focused Customer Support Team Lead to guide our growing support team at Ephoca. * Someone who will thrive as the heart of our customer experience—leading a team that helps homeowners, contractors, and partners get fast, reliable HVAC support whenever they need it. * A natural leader who thrives in fast-paced environments and loves building systems that make teams and customers happier. Your Responsibilities: * Coach, motivate, and support a team of customer care reps, dispatchers, and service coordinators. * Set clear goals and KPIs for response time, resolution rate, and customer satisfaction. * Hold regular check-ins, reviews, and team training sessions to keep everyone growing and aligned. Oversee Operations * Manage all inbound and outbound calls, including service requests, warranty claims, and technical questions. * Coordinate with service techs and logistics to schedule field visits and parts deliveries efficiently. * Handle call routing, scheduling, and escalation to maintain smooth operations and coverage. * Monitor performance metrics and make real-time adjustments to improve results. Enhance the Customer Experience * Handle escalated cases and ensure every customer feels heard and cared for. * Gather and analyze feedback to identify recurring issues and improvement opportunities. * Refine call scripts, SOPs, and training materials to ensure consistent, high-quality service. What You Bring * 5+ years of experience leading customer service or call center teams. * Strong leadership and communication skills—you know how to inspire and guide others. * Hands-on experience with CRM and call center software (Zoho, Zoom, etc.). * Data-driven mindset with a passion for improving processes and performance. * Excellent problem-solving and conflict-resolution abilities. * Positive attitude, team spirit, and love for delivering top-notch customer care. To Apply: Send your resume to jobs@ephoca.com with “Customer Support Team Lead” in the subject line.
דרישות המשרה
* Coach, motivate, and support a team of customer care reps, dispatchers, and service coordinators. * Set clear goals and KPIs for response time, resolution rate, and customer satisfaction. * Hold regular check-ins, reviews, and team training sessions to keep everyone growing and aligned. Oversee Operations * Manage all inbound and outbound calls, including service requests, warranty claims, and t
