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hace 2 meses
About EQS Group
EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations. Our company is dedicated to helping thousands of companies worldwide fulfill complex national and international disclosure obligations, minimize risks, and communicate transparently with stakeholders.
Our Team
We are a team of passionate professionals who bring expertise and dedication to our work every day. We take responsibility, support each other, and strive to create a trustworthy environment.
Job Summary
We are seeking a dynamic Team Lead for our Customer Support department. As a key player in our team, 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.
Key Responsibilities
- Team Leadership: Lead and guide the customer support team, cultivate a collaborative and supportive team environment, and provide coaching and mentorship to team members.
- Ensuring Quality and Efficiency: 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: 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: 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: 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: Generate performance reports, analyze key support metrics, identify areas for improvement, and implement strategies for enhancement.
Requirements
- Education: Completed education or degree in a relevant field.
- Experience: Minimum of 3 years of experience in a customer support leadership role, in a SaaS B2B field.
