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Customer Support Team Leader
hace 2 meses
Job Title: Customer Support Team Leader
About the Role:
We are seeking a highly skilled and experienced Customer Support Team Leader to join our team at Empresa Reconocida. 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.
- Motivate, coach, inspire, and develop everyone within the team.
- Ensure that support cases are prioritized in line with agreed parameters.
- Take ownership of customer escalations on a regular basis, striving for timely resolution and performing root cause analysis where required.
- Manage the performance and development of everyone within the team, including 1:1 reviews, supporting personal development plans, ongoing coaching, and conducting 6-monthly and annual performance development reviews.
- Proactively manage and plan the resolution of all outstanding customer support cases within your area of remit, driving resolution percentages while effectively managing aged support cases with up-to-date plans to resolve all outstanding cases.
- Effectively plan and review resource availability of the team to ensure adequate resources are available to meet forecast demand.
- Reassess plans on an ongoing basis and make any necessary adjustments to shrinkage.
- Work with the Support Manager to ensure thorough induction procedures for new starters.
- As part of the leadership team, you will be responsible for driving improvements and creating enthusiasm regarding change.
- Foster an environment of continuous improvement and development, measuring success.
- Drive the achievement of SLAs and KPIs, including measuring, monitoring, managing, and communicating. Set SMART objectives to support any key areas of focus.
- Comply with the company's information and security requirements and all the company's business procedures, policies, and ISO/BS standards.
Requirements:
- A 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 would be desirable.
- Ability to interact and build relationships with people at all levels and manage multiple priorities.
- Excellent data reporting, presentation, and communication skills.
- A clear focus on customers, performance, and results.
- A high level of initiative and responsibility, self-reliant action.
- Excellent knowledge and grasp of the Customer Support process.
- A collaborative mindset and eagerness to learn from an experienced team.
- Ability to work independently while being part of a successful team.
What We Offer:
A chance to participate in the development of an international leading software firm. At Empresa Reconocida, you have the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment. Enthusiastic colleagues who like to learn from each other. At Empresa Reconocida, we invest in your personal and professional growth. We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy.
