Customer Support Team Lead

hace 4 semanas

Barcelona, Barcelona, España Eqs Group A tiempo completo
Customer Support Team Lead

We are seeking a dynamic Customer Support Team Lead to join our team at EQS Group. As a key player in our customer support services, 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:

  • Lead and guide the customer support team to ensure the quality and efficiency of our support services.
  • 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.
  • 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.
  • 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.
  • 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.
  • Generate performance reports, analyze key support metrics, identify areas for improvement, and implement strategies for enhancement.

Requirements:

  • Education or degree in a relevant field.
  • Minimum of 3 years of experience in a customer support leadership role, in a SaaS B2B field.
  • Excellent communication in German and English.
  • Proactive and solution-oriented mindset.
  • Familiarity with customer support software and tools.
  • Leadership experience with a support team and the ability to motivate and inspire team members.
  • Strong customer orientation and empathy, with the ability to understand customer needs and provide effective support.

About EQS Group:

EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations. We are dedicated to fostering an inclusive workplace environment that values equal employment opportunities. We strongly believe in the power of diversity and its impact on our overall success.

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