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Customer Service Team Lead

1 week ago

Coimbatore, Tamil Nadu, India HighLevel Full time

About Our Infrastructure:

High Level operates a highly scalable infrastructure handling billions of API hits, message events, and customer page views daily. We also manage over 80 Terabytes of data across five databases.

Responsibilities:

  • Supervise a team focused on solving customer issues
  • Work closely with other functional units to meet service level agreements and achieve high customer satisfaction
  • Monitor the overall health of the support system, including live ticket queues, major bugs, and staff availability
  • Develop customer service strategies and improve quality results
  • Provide technical resources and resolve problems as an escalation point for high severity customer issues

Requirements:

  • Associate's/Bachelor's degree or equivalent experience
  • 4+ Years in management
  • Saa S software experience
  • Several years running technical customer-facing teams
  • Experience managing a team of over 20+
  • Project management skills
  • Leading a results-driven team
  • People manager at heart, you love mentoring, leading, and contributing to the professional development of those around you
  • Strong collaboration, time-management, influencing, and prioritization skills
  • Ability to build and maintain relationships internally and with customers
  • Excellent listening, presentation, and communication skills at all levels
  • Ability to partner with customers and team members in developing their strategic direction
  • Demonstrated data-driven approach to problem-solving
  • Must be a go-getter and not afraid to ask questions
  • Basic computer and Excel skills