Customer Support Team Lead

Job Summary:

As a Customer Support Team Lead, you will play a pivotal role in ensuring the efficient and effective operation of the technical Support Team. You will be expected to provide guidance, mentorship, and oversight to deliver exceptional Customer Support. In addition, you will have a strong technical background, basic leadership skills, and a passion for driving continuous improvement in customer service.

Key Responsibilities:

Team Leadership:

• Assist Department Manager/Director in leading a team of technical support specialists.
• Foster a positive team culture, encouraging collaboration, knowledge sharing, and open communication.
• Provide coaching and mentorship to team members to enhance their technical skills and customer service capabilities.
• Assist in facilitating and sometimes organizing and conducting regular team meetings to communicate updates, address concerns, and ensure alignment with departmental goals.

Customer Support:

• Manage the ticket board and assign tickets efficiently according to team schedule ensuring a timely resolution of issues.
• Oversee the resolution of technical issues and inquiries, ensuring a high level of customer satisfaction.
• Act as an escalation point for complex technical problems, providing guidance and assistance to team members.
• Collaborate with other departments to resolve customer issues and improve overall service delivery.

Performance Monitoring:

• Monitor and analyze team performance metrics, such as response times, resolution times, and customer satisfaction scores.
• Implement strategies to improve key performance indicators and ensure service level agreements are met.
• Conduct regular performance evaluations for team members, providing constructive feedback and setting performance improvement goals.

Technical Expertise:

• Stay abreast of industry trends and emerging technologies to provide effective technical support.
• Assist team members in troubleshooting complex technical issues and provide guidance on best practices.
• Collaborate with NOC/NE to communicate customer feedback and contribute to product improvement.

Process Improvement:

• Identify opportunities for process improvement and implement streamlined workflows to enhance efficiency.
• Work closely with cross-functional teams to implement new tools and technologies that improve the technical support process.
• Develop and update documentation for internal processes, troubleshooting procedures, and best practices.

Training and Development:

• Facilitate training sessions for new and existing team members, ensuring they are equipped with the necessary technical knowledge and customer service skills.
• Encourage continuous learning and professional development within the team.

Qualifications and Skills:

• Bachelor’s degree in a related field or equivalent work experience is preferred.
• Proven experience in a technical support role.
• Basic leadership and team management skills.
• Excellent communication and interpersonal skills.
• In-depth knowledge of technical support processes and best practices.
• Ability to analyze data and metrics to drive performance improvements.
• Familiarity with customer relationship management (CRM) systems.
• Strong problem-solving and decision-making abilities.
• Certifications in relevant technologies (e.g., ITIL, CompTIA, etc.) are a plus.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Sherman Oaks, CA 91403: Relocate before starting work (Required)

Work Location: In person