Lead Consumer Support Analyst

--iSupport Worldwide--

Join our team!

Deliver World Class Customer Service. Process and manage consumer online orders, and respond to incoming phone, mail, and e-mail inquiries, ensuring on-time delivery and overall customer satisfaction. Take the lead on issues and be proactive in finding solutions.

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What is your mission?

You will provide the best service to our partner brands by performing these tasks:

  • Provide the first contact point for all operational aspects of Consumer Support; discussions on productivity and service level commitments.
  • Oversee day-to-day service levels, managing workflow, escalations, and effectively delegating across teams and driving strategy in action to improve consumer experience
  • Implement policies on the filing, documenting, and approval of PTO and attendance administration. 
  • Maintain an energizing, high-performance teamwork environment reflecting PMI values, a collaborative team-based culture, and a service mindset
  • Identify functional /behavioral training & development needs of employees to support team Goals and Objectives via Quarterly Performance Discussion
  • Conduct team meetings to address issues and concerns and disseminate product/process updates 
  • Initiate regular meetings with global counterparts to ensure process alignment and address process gaps
  • Ensure the team meets and strives to exceed Key Performance Indicators (KPIs) on overall customer satisfaction, first contact resolution, and proper request documentation/processing. 
  • Analyze, review resolve, and conduct performance trends and recommendations to drive performance and impact positive business outcomes
  • Regularly monitor calls and responses (emails, service requests, and chats) to identify opportunities for process and quality improvement 
  • Identify operational issues or inefficiencies and lead process improvement initiatives to address the root causes.
  • Work collaboratively with stakeholders to drive revenue growth improve operational processes and reduce overall business costs
  • Draft forecast for Mail Order Warranty and manage warranty inventory levels ensuring sufficient allocation for consumer warranty replacements
  • Manage warranty product catalog
  • Generate reports based on team deliverables and present them to management and stakeholders
  • Collaborate when deploying new product/process launches and ensure SOP and Timelines are met
  • Onboard new team members, coordinate systems access, and manage new hire training plan
  • Adhere to the regularization, performance appraisal, quarterly performance appraisal, rewards and recognition, and development planning of the team Confidential 
  • Monitor the retention of existing staff in GSC, acquisition and development of future staff to meet the needs of PMI GSC Consumer Support including selection, goal setting, feedback, appraisals, and coaching
  • Respond to team member inquiries and resolve team member issues by utilizing HR procedures, policy manuals, and other resources

Who are we looking for? 

  • Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
  • Solid word processing and computer database skills with knowledge of Microsoft Outlook, Word , and Excel.
  • Attention to detail.
  • Good personal skills with the ability to effectively work with individuals and groups at all organizational levels; ability to work independently and as part of a team.
  • Ability to respond effectively to sensitive inquiries or complaints.
  • Ability to take initiative and prioritize tasks; good time-management, organizational, problem-prevention, and problem-solving skills.
  • Strong analytical ability with active listening skills.
  • Ability to work accurately with close attention to detail.
  • Ability to maintain confidentiality of sensitive information.
  • Willingness to adapt to changing business needs and deadlines.
  • Ability to study and apply new information.

Company Perks

Free learning and development courses for your personal and career growth

Comprehensive HMO benefits and insurance since day 1

Dynamic company events

Above-industry salary package and incentives

Opportunities for promotion

Free meals and snacks

Our Values

Worldwide, strongly uphold our values to be of service to our people, our clients, and our community.


We consider our people as the foundation of our success.


Our commitment to quality ensures that we always do our best.


We stay agile and fast, always looking for ways to solve our clients’ needs.


We pride ourselves on helping our clients reach their full potential.


We do things right and we get the job done.