Customer Support Team Lead
2 weeks ago
We are seeking an experienced Customer Support Team Lead to provide expert guidance and leadership to our team. This role requires a strong understanding of customer support policies, practices, processes, and priorities to ensure quality delivery.
Main Responsibilities:
- Provide clear direction and leadership to the team on customer support policies, practices, processes, and priorities.
- Serve as the go-to person for complex escalations and demonstrate a sense of urgency.
- Anticipate and plan for future human resources capacity based on customer input, business needs, and current team make up/skills & knowledge.
- Conduct ongoing reviews of the team's current skills and knowledge set and take appropriate actions to upskill the technical/functional skills and competency on the team.
- Proactively monitor quality measurements (e.g. closed tickets, escalations, utilization, delivered services, etc.) for their region/area of responsibility.
- Provide authentic metrics reporting to their leader and develop detailed plans to improve/enhance quality deliverables.
Requirements:
- 8-12 years of work experience in handling teams in a manufacturing ERP environment.
- Excellent verbal and written communication skills.
- Strong analytical problem-solving and decision-making skills.
- Ability to work efficiently and independently and prioritize work accordingly to business processes.
- High adaptability and ability to work under pressure and remain flexible to changing schedules and demands.
- Track record in providing outstanding customer service.
Benefits:
- Estimated salary: $80,000 - $110,000 per year.
- Opportunity to work with a leading provider of industry-specific enterprise software solutions.
- Collaborative and dynamic work environment.
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