Customer support team lead
overview
- lead a team of client support specialist; you ́ll collaborate closely with support leadership and cross-functional team, including product development, costumer success and implementation to ensure our clients receive timely, effective, and empathetic support. You ́ll also play a critical role in onboarding, coaching and developing your team, helping them grow into product experts. and problem-solvers.
key responsibilities
* assist client support specialist to resolve escalated client tickets through strong technical product knowledge and superior customer relations.
* develop into a subject matter expert regarding our product, processes and tools.
* enable the sucess of team through good time management and collaboration.
* act as a player/ coach for a team of client support specialist, fostering a high performing, engaged, collaborative, inclusive and fun culture.
* support onboarding schedule training and shadows, and review level up exercises for a new team members and ensure they are set up for success in their first 90 day and subsequent training and development
* conduct meetings such as regular 1:1s, coaching sessions and ongoing training to review kpis, sops, agent performance, and new or existing processes.
* monitor performance metrics and kpis and provide actionable insights and feedback to help team members improve and thrive.
work experience.
- 4+years of related work experience, integrations support experience- 2+ years of experience in people management experience in metrics based performance coaching.
technical skills.
* intermediate saas support (2+ years experience)
* process flow mapping
* excel /sheets (vlookup, pivot tables)
* slack, zoom, gsuite, office online
* exceptional time management and organizational skills
* english proficiency: b2
*please attach your cv in english