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Customer Support Lead
4 weeks ago
About us:
The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.
Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we're creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.
Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.
We're backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let's build it together.
Role
A Team Leader - Customer Support will provide guidance, instruction, direction and leadership to a group of Customer Support Specialists (Customer Support Team) for the purpose of achieving a key result or group of aligned results. The Team Leader monitors the quantitative and qualitative achievements of the team and reports results to the Sr Customer Support Manager.
Key Requirements
● KRA: (Key Responsible Areas)
o Meet Team key performance metrics of 1 hour response time and 6 hour resolution time.
o Ensure that daily open tickets per agent are at 0
o Multi-tasking is must
● Team/People:
o Coach team to adhere to quality standards
o Cascade update with team members
o Nurture New hires until they complete the learning curve
o Prepare weekly/bi-weekly/monthly roster for Support Team
o Conduct 1:1 monthly to ensure adequate feedback & performance discussions are conducted
o Coach agents who fall under Bottom Quartile performance and own their improvement with structured coaching plan
● Function(LOB):
o Examine, review and process documents/ orders/ files/ cases allocated as per set timelines
o Identify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automation
o Provide inputs for knowledge checks & collaborate with stakeholders to drive the outcomes
o Good understanding on EWS (early warning signals) mechanism o Liaise with Stakeholders from other teams to drive efficiency based tasks
o Good with Business report understanding
Pre-requisites (Must have)
● Process- SOPs(Standard Operating Processes) quick adoption
● Coaching & Feedback mechanism understanding is must
● Prior experience on ZenDesk & Intercom is preferred
● Good knowledge on Manpower planning would be preferred
● Knowledge on B2B SaaS business acumen is preferred
Tools & Skills (Preferred)
● MS office, Process applications - CRM, Zendesk
● Preferred knowledge: Power BI & SQL
What We Offer:
- High-impact role with the chance to play a key role in a rapidly growing company.
- Full autonomy in your role, along with the freedom to work in a hybrid model.
- Work with a passionate, energetic, and diverse team.
- Competitive benefits, recognition programs, and career development opportunities.
- Attractive ESOPs, giving you a stake in the company's success.
- Comprehensive health insurance coverage for you and your family's well-being.
- Generous holiday policy.
- A company that genuinely invests in your professional success.
Equal Employment Opportunity
Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
