Customer Support Team Leader

hace 2 semanas

Granada, Granada, España Empresa Reconocida A tiempo completo

**Job Summary**

Empresa Reconocida is seeking a highly skilled and experienced Team Leader to join our Customer Support team. As a Team Leader, you will be responsible for ensuring consistency of approach and process across all Customer Support teams.

**Key Responsibilities:**

  • Provide strong leadership and guidance to the team, fostering a culture of collaboration and continuous improvement.
  • Motivate, coach, inspire, and develop everyone within the team, ensuring they have the skills and knowledge needed to excel in their roles.
  • Ensure that support cases are prioritized in line with agreed parameters, taking ownership of customer escalations and striving for timely resolution.
  • Manage the performance and development of everyone within the team, incorporating 1:1 reviews, supporting personal development plans, and conducting regular performance development reviews.
  • Proactively manage and plan the resolution of all outstanding customer support cases, driving resolution rates while effectively managing aged support cases.
  • Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand, reassessing plans on an ongoing basis and making necessary adjustments to shrinkage.
  • Work with support managers to ensure thorough induction procedures for new starters, ensuring a seamless onboarding experience.
  • As part of the leadership team, drive improvements and create enthusiasm regarding change, fostering an environment of continuous improvement and development.
  • Drive the achievement of SLAs and KPIs, including measuring, monitoring, managing, and communicating, setting SMART objectives to support key areas of focus.
  • Comply with the company's information and security requirements and all business procedures, policies, and ISO/BS standards.

**Requirements:**

  • Bachelor's degree in a relevant field.
  • Experience of leading a geographically segregated team with demanding work schedules.
  • Previous experience of working as a Team Leader or Manager in a SaaS software business.
  • Ability to interact and build relationships with people at all levels and manage multiple priorities.
  • Excellent data reporting, presentation, and communication skills.
  • Clear focus on customers, performance, and results.
  • High level of initiative and responsibility, self-reliant action.
  • Excellent knowledge and grasp of the Customer Support process.

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