Customer Solutions Team Manager
4 weeks ago
Job Overview:
About ZoomInfo: ZoomInfo is a leading provider of go-to-market intelligence solutions. We empower sales and marketing teams with accurate contact and company data, enabling them to identify and pursue new opportunities with precision and efficiency.
Job Summary: We are seeking an experienced Customer Solutions Team Lead to join our team. As a Team Lead, you will oversee a team of technical support specialists, ensuring that customers receive exceptional service and support.
Key Responsibilities:
Team Management:
- Manage a team of technical support specialists to deliver consistent results and high-quality customer service.
- Develop and implement strategies to improve team performance, customer satisfaction, and overall business outcomes.
- Provide coaching, training, and feedback to team members to enhance their skills and knowledge.
Process Management:
- Develop and implement processes to improve efficiency, reduce ticket resolution times, and enhance overall customer experience.
- Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement.
- Collaborate with cross-functional teams to drive business outcomes and achieve company goals.
Customer and Escalation Management:
- Provide day-to-day support to customers, addressing their issues and concerns in a timely and effective manner.
- Act as a liaison between customers and internal teams to resolve complex issues and escalate critical incidents.
- Identify and pursue opportunities to upsell and cross-sell our products and services to customers.
Requirements:
- Bachelor's degree and minimum 1 year of experience in customer support or related field.
- Proven track record of delivering high-quality customer service and support.
- Strong leadership, communication, and problem-solving skills.
- Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
What We Offer:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Collaborative and dynamic work environment.
How to Apply:
Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
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