About the role
AI summarisedSenior Customer Service Team Leader at Apple, leading a specialized team of Senior Customer Service Specialists to provide world-class support for Apple Store Online and Retail customers. The role focuses on resolving complex escalations, coaching team members, and driving process improvements to enhance customer experience.
TechnologyFull-timeSupport and Service
Key Responsibilities
- Lead a specialized team dedicated to resolving complex escalations and providing expert guidance to Senior Customer Service Specialists
- Empower your team to navigate challenging situations, recover customer trust, and drive timely, effective resolutions
- Champion team well-being and foster a high-performance culture
- Leverage insights from customer interactions to identify systemic issues and drive impactful process improvements that elevate overall service delivery
Requirements
- Demonstrated ability to foster a positive, supportive, and high-performing team environment, prioritizing team well-being and engagement
- Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued
- Proven track record in identifying and translating insights from customer interactions into impactful process improvements
- Superior analytical and problem-solving abilities
- Experience in process re-engineering and project management
- Demonstrated ability to make sound, consistent decisions that balance customer experiences while protecting organization's interests and policies
- Capacity to navigate ambiguity and provide clear direction
- Outstanding communication and interpersonal skills
- Fluent in English and Korean to support the language specific market
- May require working non-standard business hours such as evenings and weekends
- 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development
- Experience in e-commerce is highly desirable