Team Lead of Customer Support

Reporting to the Senior Manager of Support and working remotely.

What You'll Be Doing - the day to day

• Lead, inspire, and mentor a large technical support team. Build and encourage a collegial, helpful, and results-driven work environment


• Monitor and manage queues (calls, emails, cases, chats) to meet key performance indicator requirements; Assist with reporting of customer service metrics


• Ensure your direct reports are meeting call volume standards along with other key performance indicators


• Effectively communicate with manager, team and other associated teams across company and build trust with each.


• Respond to and/or initiate technical troubleshooting sessions with support team and customers - via phone, email, chat, and remote sessions


• Interact with customers at all levels


• Manage and work support tickets per industry best practices utilizing Salesforce


• Effectively communicate technical information to technical and non-technical customers


• Coordinate the resolution of technical issues with support team and escalate issues per pre-established guidelines


• Manage and contribute to knowledgebase (author and edit knowledge base articles)


• Maintain a working ability to assist with facilitation of reproduction of customer issues


• Provide backup to after hours on-call techs when needed
  
  At least 3 years of demonstrated experience in Technical/Customer Support environments, calls, emails, and other customer support channels


• 1+ year of experience in a leadership role, managing teams


• Bachelor's degree or equivalent education and/or work experience


• Knowledge of common network services like DNS, Web Servers - IIS, FTP - SFTP, Email, and Database Analytics


• Experience with the Microsoft Windows platform, desktops, and servers


• Troubleshooting experience (PC hardware/software, browsers, etc.)


• Experience in a 24/7/365 work schedule environment


• SaaS industry experience is a plus