Team Lead Customer Support

hace 1 semana

Barcelona, España Eqs Group A tiempo completo

JOIN OUR TEAM Are you passionate about customer service and leading a team to success?
Our team is seeking a dynamic Team Lead for our Customer Support department.
You will be responsible for leading and guiding our customer support team, ensuring the quality and efficiency of our support services, and creating a collaborative and supportive team environment.
If you're looking for a leadership role with the opportunity to mentor and inspire a team, this may be the right spot for you
EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations.
By working with EQS Group, thousands of companies worldwide inspire trust by fulfilling complex national and international disclosure obligations, minimizing risks, and communicating transparently with stakeholders.
The key to our success is hiring talented people who bring passion to the table every day, take responsibility, and support each other in the best possible way to create a trustworthy environment.
YOUR IMPACT As a Team Lead for Customer Support, you will be a key player in ensuring the effectiveness and efficiency of our customer support services.
Your focus on team leadership, quality and efficiency, training, collaboration, escalation management, and performance reports will drive customer satisfaction and contribute to our ongoing success.
Here's how you will contribute to our team: Team Leadership: Your primary focus will be leading and guiding the customer support team, cultivating a collaborative and supportive team environment, and providing coaching and mentorship to team members.
Ensuring Quality and Efficiency: You will monitor and uphold the quality and efficiency of our customer support services, implement best practices and continuous improvement initiatives, and ensure the timely resolution of customer inquiries and issues.
Training Programs: You will develop and implement training programs for the support team, keep the team updated on product knowledge and customer service skills, and conduct regular training sessions to enhance team capabilities.
Collaboration: You will collaborate with other departments to understand customer needs, work closely with cross-functional teams to address customer concerns, and facilitate communication and coordination between support and other departments.
Escalation Management: You will manage and resolve escalated customer issues in a proactive manner, act as a point of contact for complex problems, and implement preventive measures to enhance overall customer satisfaction.
Performance Reports: You will generate performance reports, analyze key support metrics, identify areas for improvement, and implement strategies for enhancement.
THIS IS YOU Education and Experience: You have completed education or degree in a relevant field and have a minimum of 3 years of experience in a customer support leadership role, in a SaaS B2B field.
Skills: You possess excellent communication in German & English, a proactive and solution-oriented mindset, and familiarity with customer support software and tools.
Leadership: You have leadership experience with a support team and the ability to motivate and inspire team members.
Customer Orientation: You have a strong customer orientation and empathy, with the ability to understand customer needs and provide effective support.
About us: Thousands of companies across the world use EQS Group's products to build trust by reliably and securely meeting complex regulatory requirements, minimizing risks, and transparently reporting on business performance and its impact on society and the environment.
EQS Group was founded in Munich in 2000.
Today, the group employs around 600 professionals and is represented in the world's most important financial centers.
EQS Group's products are bundled in cloud-based software EQS COCKPIT.
This allows compliance processes in the areas of whistleblower protection, case handling, policy management, and approval processes to be managed just as professionally as business partners, insider lists, and reporting obligations.
At EQS Group, we are committed to the principles of equal employment opportunity and inclusion.
We think that diverse employees are essential to our success and should be given opportunities to flourish in a barrier-free, non-discriminatory environment.
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