Supervisor, Global Product Application Support

Trintech are a multi-award-winning cloud-based Fintech provider and we are seeking a dynamic and driven Team Lead to drive strong individual and team performance for our Trintech Support team. The Team Lead will build lead and evaluate diverse our EMEA support team with a goal of delivering customer service and product support excellence.

WHAT YOULL DO

• Supervise Support team of 5 Application Support Consultants to ensure high performance and maximize staff utilization.
• Ensure all team policies and procedures are understood and adopted
• Collaborate with other supervisors and staff to administer scheduling and to assure 24/7/365 coverage of all phone queues and support channels
• Responsible for all performance related activities including the establishment of SMART goals as well as all performance conversations and reviews
• Collect report coach and act on metrics specific to team performance and current client status to improve team performance and customer outcomes
• Serve as the initial escalation point for client issues related to team performance communication and process
• Enact processes designed to improve overall customer experience for Trintech customers
• Review agent phone calls and support cases to better understand the customer experience as currently provided
• Evaluate customer case survey data to find opportunities to drive improvement within Support and share data with others in the business as appropriate
• Provide continual coaching and mentoring to Support Engineer staff to improve customer experience
• Develop document and ensure that best practices are followed for processes across the Trintech Support teams
• Communicate and create understanding of the importance of data quality within the CRM
• Perform case audits to ensure data quality and identify opportunities for internal process improvement
• Participate in industry organizations to learn more about Contact Center trends team culture and process improvement

WHO YOU ARE

• Experience in Contact Center management or team leadership roles highly desired
• Deep commitment to growing leadership skills and enriching others through coaching and mentoring
• Excellent communication skills and an ability to effectively collaborate with all levels
• Results oriented with exceptional attention to detail
• Strong analytical and problem-solving skills
• Advanced skills with Microsoft Excel PowerPoint and Word
• BA/BS in Computer Science Business Information Systems Accounting Finance or 3-5 years experience in a SaaS support environment required

At our core Trintechers stand committed to fostering a culture rooted in our core values Humble Empowered Reliable and Open. Together these values guide our actions define our identity and inspire us to continuously strive for excellence in everything we do.

Should you require (or need) accommodations throughout any stage of the recruitment process please provide your requirements to and we will work with you to accommodate your needs.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Required Experience:

Manager