Senior Team Lead, Customer Care

hace 2 días

Barcelona, Barcelona, España Clarivate A tiempo completo

We are looking for a Senior Team Lead, Customer Care to lead a global team of Technical Support specialists to ensure best-in-class service to Clarivate's customers through timely and effective responses to all customer inquiries

In this role, you will have responsibility for the day-to-day management of a support team that assists customers with service and product support issues, also mentoring and coaching the team.

This is an amazing opportunity for someone with prior customer care experience. If you have experience in leading an application support team, we would love to speak with you.

About You – experience, education, skills, and accomplishments.

  • Bachelor's degree in related field

  • 5+ years of relevant experience

It would be great if you also had…

  • Master of Library Science (MLS), or Master of Library and Information Science from ALA accredited institution, or equivalent experience/degree.

  • Experience with MS Office (Excel, Word and PowerPoint) and technical troubleshooting tools.

  • Fluency in an additional European language would be a bonus.

  • Experience with library OPACs and other bibliographic records systems.

What will you be doing in this role?...

  • Lead team to deliver consistently high standards of customer support. 

  • Maintain team schedule, including shift and holiday coverage. 

  • Assure team adherence to department case management, response, and resolution requirements. 

  • Manage escalations within the team and escalate technical customer issues outside of the team as necessary. 

  • Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team. 

  • Plan and lead team-level quality and process improvement initiatives. 

  • Deliver consistent and timely training, guidance, and feedback to encourage colleague success. 

  • Oversee day-to-day operations and lead a team of colleagues. 

  • Plan, delegate, and direct the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team. 

  • Provide primary input on staffing activities  for the team and independently manage colleague performance and career development 

About the Team

The role reports to the Senior Manager, Customer Care, based in Germany.

You will join a global team of colleagues who provide customer care and technical support to customers using Clarivate A&G products, focusing on product support for Alma.

Hours of Work

This is a full-time permanent position based in Spain and will require hybrid working out of our Barcelona office (2 days per week in office, rest of week remote).

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours. 

#LI-Hybrid

#LI-Hybrid, #LI-Onsite

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

At Clarivate, we are committed to providing equal employment opportunities for all  qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.

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