About the role
AI summarisedThe Senior Customer Service Lead at Apple is responsible for leading a team of Senior Customer Service Specialists to deliver exceptional support for Apple Store Online and Retail customers. This role involves guiding the team through complex customer escalations, fostering a high-performance and inclusive team culture, and using customer insights to drive service improvements. The position requires strong leadership, analytical, and communication skills, with fluency in English and Korean, and may involve non-standard working hours.
TechnologyOnsiteSupport and Service
Key Responsibilities
- Lead and inspire a specialized team of Senior Customer Service Specialists
- Ensure exceptional customer experiences by resolving complex escalations
- Provide expert guidance to team members on challenging customer situations
- Empower the team to 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
- Drive impactful process improvements to elevate overall service delivery
- Navigate ambiguity and provide clear direction to the team
- Support language-specific markets through fluency in English and Korean
Requirements
- Minimum 3 years of leadership experience managing a customer service team
- Strong emphasis on coaching, mentoring, and performance development
- Demonstrated ability to foster a positive, supportive, and high-performing team environment
- Prioritize team well-being and engagement
- Strong inclusive leadership skills to create a respectful, equitable, and safe environment
- Proven track record in translating customer interaction insights into process improvements
- Superior analytical and problem-solving abilities
- Experience in process re-engineering and project management
- 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
- Experience in e-commerce is highly desirable