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Customer Support Team Lead
hace 2 meses
About Us
EQS Group is a leading international cloud software provider in the areas of corporate compliance and investor relations. Our company is committed to the principles of equal employment opportunity and inclusion, and we believe that diverse employees are essential to our success.
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.
Key Responsibilities
- Team Leadership: Lead and guide the customer support team, cultivating a collaborative and supportive team environment, and providing 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
- Educational Background: 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.
- Skills: Excellent communication in German & English, a proactive and solution-oriented mindset, and familiarity with customer support software and tools.
- Leadership: Leadership experience with a support team and the ability to motivate and inspire team members.
- Customer Orientation: Strong customer orientation and empathy, with the ability to understand customer needs and provide effective support.
