Team Lead Customer Success

4 weeks ago

Hyderabad, India Ideagen Full time

About Us

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

As a Team Lead - Tier 1 Customer Success Engineer, you are responsible for leading a team by offering foundational technical guidance and overseeing the initial response to customer inquiries and issues. This role is vital in developing effective troubleshooting techniques, streamlining issue resolution processes, and improving product usability through analysis of common queries and feedback. The objective is to maximize the team's efficiency and effectiveness, guaranteeing an exceptional level of customer service and support, while facilitating the resolution of basic technical problems.

Responsibilities

Oversees and guides a team of Tier 1 support engineers. Manages daily workflows and ensures efficient handling of routine customer inquiries. Provides training, coaching, and performance feedback to Tier 1 engineers. Identifies and implements process improvements to streamline Tier 1 operations. Monitors customer satisfaction metrics and escalates complex issues to Tier 2.

Skills and Experience

Strong leadership and team management abilities Deep understanding of Tier 1 contact center operations and workflows Excellent communication and interpersonal skills Effective training and coaching methods Problem-solving and decision-making skills Behaviours Ambitious - Drive, Planning & Execution Adventurous - Flexibility, Resilience & Savvy thinking Community - Collaboration & Communication

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