Customer Support Team Leader

As a Customer Support Team Leader (Resolutions) your responsibilities will include, but are not limited to overseeing the day-to-day operations of the Resolutions team, ensuring a seamless and exceptional customer experience across all service channels including live chat, email, social media, phone, via our cloud-based contact platform, Dialog. You will lead, coach, and support your team through regular performance check-ins, fostering a strong team culture, building capability, and driving accountability, engagement, and results. You will support change initiatives and system integration projects, ensuring a smooth transition and keeping your team informed and engaged throughout. You will support IKEA to exceed customer expectations in New Zealand by delivering high-quality, efficient, and customer-centric service across all remote contact points. You will collaborate with cross-functional teams to share customer insights, support service strategies, and ensure a consistent and seamless customer journey. You will ensure your team maintains up-to-date product knowledge and consistently applies IKEA’s tone of voice and communication standards. You will support continuous improvement by identifying gaps in processes, communication, or systems, and leading initiatives that enhance the overall service experience.