Customer Support Team Lead SilkRoad Technology
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At SilkRoad, it's all about the employees! It's all about the flexibility. It's all about the extras. It's all about growth (yours and ours). It's all about opportunity...to build your career with a leader. At SilkRoad, you can have a major impact on our clients, you can have an important part in our success, and you'll work in a great environment that's loaded with talented professionals. It's all here!
SilkRoad is seeking a highly energetic and versatile Customer Support Team Lead to support its ever-expanding customer base. The ideal candidate will be responsible for ensuring customer satisfaction through the ongoing support of SilkRoad technology customers. This is a highly visible role with a focus on customer care methods and procedures and is crucial to SilkRoad's success. The Customer Support Team Lead is responsible for leading a product support team within Customer Support. This person will supervise all aspects of Customer Support including workforce management, service level management and customer relationship management.
Working as a Team Lead, the qualified candidate will perform various duties including, but not limited to:
Providing front line support for key customer accounts;
Managing the daily work assignments and schedules of customer support teams in a 24/5 support environment;
Ensuring customer satisfaction through outstanding customer service and high-quality technical responses;
Providing escalation support for sales, implementation, and front line support representatives;
Providing management support for key customer accounts;
Managing hiring process for new support representatives;
Ongoing and annual performance management of team members;
Tracking service support metrics reporting on performance to management team;
Developing service improvement programs and automation proposals to improve service quality and manage delivery costs;
Managing product readiness and supportability for the customer support analysts;
Driving performance by improving our internal processes and metrics.
Proven track record in leading others to excellence;
Familiarity with best practices in troubleshooting and customer support;
Excellent written and verbal communication skills;
Strong teamwork skills;
Strong customer interfacing skills;
Strong planning, scheduling, organization skills;
Flexibility to succeed in a high-growth, high-energy environment; providing hands on support while building a successful team;
Desire to deliver world-class customer support and build a world-class team.
Bachelors degree or equivalent in a Technical Discipline;
Minimum of 3 years of experience providing customer support, experience with supporting SaaS companies preferred;
Minimum of 2 years of management experience, preferred.
||Jacksonville, FL |
THIS JOB HAS EXPIRED