Customer Happiness Team Leader

Cozey

Lead customer happiness with coaching and AI workflow skills at Cozey, supporting scheduled shifts across its 24/7 operations.

As Team Leader, Customer Happiness, you will guide ambassadors delivering fast, accurate, and effortless customer support. You will monitor daily performance, help teammates grow, and improve operations through technology and AI. The role reports to Tess Levy, Operations Manager, Customer Happiness.

Key Responsibilities:

Monitor queues, service levels, and staffing throughout shifts
Adjust schedules as demand changes and ensure clear handovers
Coach ambassadors using strengths, growth areas, and practical feedback
Own difficult customer situations and follow through on resolutions
Build, improve, and measure AI-supported operational workflows

Requirements:

Two to three years of customer support experience
Evidence of improving colleagues through coaching, training, or mentoring
Experience recovering relationships with dissatisfied customers
AI workflow or automation experience beyond basic prompting
Flexibility across days, evenings, nights, weekends, and holidays

Apply customer support leadership, service recovery, coaching, and AI workflow skills to strengthen Cozey’s customer happiness operations.

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Vacancy posted 6 hours ago

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