Customer Support Team Lead

Join our team as a Customer Support Team Lead, where you will provide front-line leadership for our Customer Support department. You will lead a team of customer-facing support representatives, drive operational best practices, and ensure delivery of world-class customer support. This role requires a strong interest in building high-performing teams, enabling customer product usage, and providing an exceptional customer experience. You will serve as a coach to our Customer Support team and foster a culture of high performance and continuous improvement.

Fournir un leadership de première ligne à l'équipe de support client, en développant et en dirigeant une équipe de représentants du support client.

Record of recruiting and hiring exceptional candidates

Responsibilities

• Collaborer avec les dirigeants locaux et mondiaux pour promouvoir l'expérience client et aider les clients à tirer de la valeur de nos produits et services.
• Établir et permettre à l'équipe de respecter des SLA différenciés et des objectifs de performance, en conduisant l'innovation et en possédant des initiatives d'amélioration.

Requirements

• Demonstrated ability to achieve measurable and aligned results

5+ years of professional experience

• 3-5 years experience in an operations or a technical, customer facing role
• Prior leadership experience - including building and leading new teams
• University degree

Bachelor's degree or equivalent practical experience

• Excellent problem-solving skills with a history of driving impact within an organization
• Desire to work proactively across multiple projects in a positive, high energy environment
• Excellent interpersonal skills and the ability to inspire and lead others
• Detail-orientation with an ability to prioritize and meet bold goals

Demonstrated track record of solving customer problems

• Flexibility to deal with client and internal challenges as they arise and the ability to develop and implement strategies to overcome these challenges
• Experience communicating team’s value-add for recruiting and sales discussions
• Experience in SaaS and/or familiarity with the legal industry