Job Description
Are you a dedicated professional seeking a rewarding career in Charlotte? Queen City Tech Solutions is expanding our operations team and is actively looking for a high-performing Evening Shift Customer Experience Lead. In this pivotal role, you will serve as the bridge between our clients and our technical team during critical evening hours, ensuring seamless service delivery and superior client satisfaction.
As a leader in the Charlotte tech sector, we pride ourselves on our innovative culture and commitment to employee growth. This full-time evening position offers a competitive salary, comprehensive benefits, and the opportunity to work in the heart of Uptown Charlotte. If you have a knack for problem-solving and a passion for delivering excellence, we want to hear from you.
Responsibilities
- Lead Evening Operations: Oversee the daily workflow of the evening support team, ensuring all tickets and inquiries are resolved within SLA standards.
- Client Advocacy: Act as the primary point of contact for escalated client issues, providing empathetic and effective solutions.
- Team Collaboration: Coordinate closely with the day-shift management team to transfer critical information and ensure continuity of care.
- Quality Assurance: Monitor team performance metrics, including response times and customer satisfaction scores, and implement process improvements.
- Technical Support: Assist in troubleshooting complex technical issues using our internal CRM and helpdesk software.
Qualifications
- Experience: Minimum of 2 years of experience in customer service, technical support, or operations management.
- Availability: Must be available to work evenings (typically 4:00 PM – 12:00 AM) on a full-time basis.
- Communication: Exceptional verbal and written communication skills with the ability to translate technical jargon into plain English.
- Tools: Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Education: High school diploma or GED required; Bachelor’s degree preferred.