Customer Support Lead
Customer Support Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Monitor productivity and standardize procedures to improve efficiency of team
- Manage day-to-day support activities prioritize tickets and serve as an escalation point so that the team can achieve Support SLAs
- Provide insights into the customer experience leading to product and service improvements
- Monitor individual team and support center results to identify and act on both positive and negative performance trends
- Align Support Team and Support Lead actions to ensure the attainment of revenue goals and performance targets
- Monitor support calls and tickets to observe employee demeanor technical accuracy and conformity to company policies
- Answer questions and recommend solutions to address customer complaints
- Maintain a positive and productive work environment
- Communicate and follow-up to ensure team members are fully informed of all new information. This includes updates to products procedures customer needs and company-related issues changes or actions.
- Directly supervise employees in accordance with the organizations policies and applicable laws
- Interview hire and train new Support team members.
- Plan assign and direct work of Support team members.
- Appraise performance; award recognition and identify when corrective action is needed; address complaints and resolve problems
- Perform other work-related duties as assigned
- Bachelors degree preferred or 5 years related experience and/or training or equivalent combination of education and experience
- 2 years experience leading a team
- Ability to gather analyze and appropriately share information
- Ability to manage difficult or emotional customer situations
- Ability to speak clearly and persuasively in positive or negative situations
- Ability to build and maintain positive team spirit
- Demonstrated supervisory skills
- Ability to solve practical problems and make decisions where ambiguity and nuance exist.
- Knowledge of Microsoft Office specifically strong with Word and Excel
- Knowledge of Hub Spot or other similar ticketing systems.
Employment Type
Full Time
