About this role
CWD designs, markets & sells the highest performing consumer electronics that are smart, simple, and stylish. From high fidelity turntables to wireless video connectivity systems, we create innovative products that empower people. Our success is measured in our customer satisfaction ratings and dedicated following. We have been in business since 1961 and our creations can be found in millions of homes. Together in teams, as a company, as a community, we are committed to Creating What’s Different! CWD is looking for a Customer Support Team Leader to join our exceptionally talented and collaborative team! This posting reflects an existing vacancy within our Niagara Falls location. Reporting to the Customer Experience Manager, the Customer Support Team Leader is responsible for leading and developing the Customer Support Team while ensuring an exceptional customer experience across phone, email, and chat. The successful candidate will oversee day-to-day team operations, monitor key performance metrics, and provide coaching and support to help the team achieve department objectives. This role will also analyze customer interactions to identify trends and opportunities for improvement, while working closely with other departments to resolve issues, improve processes, and support customer-focused initiatives. •   If you are someone that likes a challenge and are continuously striving for excellence, then this is the perfect opportunity for you! This is a full-time permanent role working 40 hours a week on-site. Our hours of operation are 8:15am to 5:00pm Monday to Friday with occasional holidays and overtime work required. Key Responsibilities: Leadership Lead, support, and develop the Customer Support Team to achieve department objectives. Manage daily team coverage and roster scheduling to ensure appropriate support levels. Monitor team performance and conduct quality assurance reviews to identify coaching and development opportunities. Provide regular coaching, feedback, and support to team members. Support performance management and annual performance review processes. Lead regular Customer Support Team meetings and communicate relevant company, product, and process updates. Foster a positive, collaborative, and customer-focused team environment. Identify training needs and support the ongoing development of team members. Day-to-Day Responsibilities Support customers through phone, email, and chat channels as required. Assist with escalated or complex customer issues and help determine appropriate solutions. Monitor customer contacts to identify trends, recurring issues, and emerging concerns. Work with internal teams to address customer issues and identify preventative solutions. Collaborate with other departments to resolve customer issues, share customer feedback, and improve processes and overall customer experience. Monitor customer service performance across e-commerce marketplaces and ensure marketplace requirements and seller standards are maintained. Identify opportunities to improve Customer Support processes, team efficiency, and the overall customer experience. Take ownership of assigned initiatives, including the Customer Self-Serve Initiative. Use CRM, e-commerce, and ERP systems to support customer service processes and issue resolution. Administration Prepare monthly and annual reports for management review and decision making. Analyze customer contact data and trends and provide insights and recommendations to management. Maintain accurate records and documentation related to team activities. Complete regular reporting and administrative tasks related to team performance and department objectives. Support the ongoing improvement and documentation of processes and procedures. Prepare infor