Customer Support Team Lead

1 month ago


Hyderabad, Telangana, India RealPage, Inc. Full time

About the Role

As a Customer Support Team Lead at RealPage, Inc., you will play a vital role in ensuring the highest level of customer satisfaction by leading a team of support specialists. This position is responsible for overseeing the daily operations of the team, including coaching, mentoring, and developing team members to achieve exceptional customer service.

Responsibilities

  • Lead and manage a team of support specialists to ensure timely and effective resolution of customer issues
  • Cascade business directives related to targets, bridge plans, and organizational changes to the team
  • Monitor and evaluate team performance, providing coaching and feedback to improve quality and productivity
  • Develop and implement training programs to enhance team skills and knowledge
  • Ensure compliance with all relevant laws and regulations, including Fair Housing and HIPAA
  • Collaborate with other departments to drive business objectives and improve customer experience
  • Analyze data to identify trends and areas for improvement, making recommendations to senior management

Requirements

  • 7+ years of experience in customer-facing roles, with 2+ years in leadership positions
  • College degree or equivalent education certification
  • Proficiency in Microsoft Office tools, including Word, Excel, PowerPoint, and Outlook
  • Basic to intermediate knowledge of SQL and API calling, technical troubleshooting
  • Excellent communication, interpersonal, and problem-solving skills
  • Able to work effectively in a fast-paced environment with competing priorities

Preferred Qualifications

  • 2+ years of experience in international contact center or frontline support/technical support
  • College degree or equivalent combination of education and experience
  • Experience working with both in-person and virtual teams
  • Training, content development, or training facilitation experience

Salary

The estimated annual salary for this position is $83,000-$100,000, depending on experience and qualifications.


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