Senior Customer Service (SCS) Lead, Retail Customer Care
Summary
At Apple, we believe in creating experiences that delight our customers at every touchpoint. We’re looking for a dynamic and empathetic Senior Customer Service Team Leader to inspire and guide a specialized team of Senior Customer Service Specialists dedicated to providing world-class support for our Apple Store Online and Retail customers.
Description
In this pivotal role, you will be at the forefront of ensuring exceptional customer experiences by leading a specialized team dedicated to resolving complex escalations and providing expert guidance to our Senior Customer Service Specialists.You'll empower your team to navigate challenging situations, recover customer trust, and drive timely, effective resolutions. Beyond day-to-day operations, you'll champion team well-being, foster a high-performance culture, and leverage insights from customer interactions to identify systemic issues and drive impactful process improvements that elevate our overall service delivery.
Responsibilities- Lead, coach, mentor and develop a team of Senior Customer Service Specialists, fostering a culture of excellence, accountability, and continuous improvement.
- Champion team well-being, promote a positive and supportive work environment.
- Conduct regular 1:1 meeting, daily team huddle, weekly team meeting, bi-annual performance review conversations, and provide constructive feedback to enhance individual and team performance.
- Act as the primary point of contact and subject matter expert for projects and high-priority and complex customer escalations.
- Oversee the team’s handling of complex cases, providing direct support, guidance, and approval for exceptional solutions or policy deviations when necessary.
- Ensure all customer interactions are handled with empathy, professionalism, and a focus on delivering outstanding service.
- Monitor and analyze team performance against key metrics, including adherence to service level agreements (SLAs), resolution time, and customer satisfaction.
- Actively listen to and analyze insights gathered from complex escalations and specialist consultations to identify recurring issues, systemic problems, and areas for process improvement.
- Contribute to knowledge base and internal documentation, ensuring specialists have access to up-to-date information and resources.
- Maintain effective communication channels with internal stakeholders regarding critical customer issues, trends, and resolutions.
- Represent the customer’s voice in internal discussions, advocating for improvements that enhance the overall customer experience.
- Minimum 3 years of leadership experience managing a customer service team, with a strong emphasis on coaching, mentoring, and performance development
- Demonstrated ability to foster a positive, supportive, and high-performing team environment, prioritizing team well-being and engagement
- Strong inclusive leadership skills, including the ability to create a respectful, equitable and safe environment where all voices are valued
- Proven track record in identifying and translating insights from customer interactions into impactful process improvements
- Superior analytical and problem-solving abilities
- Experience in process re-engineering and project management
- Demonstrated ability to make sound, consistent decisions that balances customer experiences while protecting organization’s interests and policies. Capacity to navigate ambiguity and provide clear direction
- Outstanding communication and interpersonal skill
- Fluent in English and Korean to support the language specific market and work with local teams
- May require working non-standard business hours such as evenings and weekends
- Experience in e-commerce is highly desirable
Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.