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Shakers · 2 weeks ago

Team Lead - Microsoft 365 Product Led Growth Support Operations (Freelancer via Shakers)

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

Shakers is a company focused on Microsoft 365 product led growth support operations. The Team Lead will manage a team responsible for ensuring the quality and continuity of support operations, delivering insights, and driving improvements in performance and productivity.

Artificial Intelligence (AI)ConsultingFreelanceHuman ResourcesSoftwareVirtual Workforce

Responsibilities

Manage, coach, and develop a team of HEO members that handle various aspects of Microsoft 365 product led growth support operations

Monitor and evaluate the performance and quality of the Microsoft 365 product led growth ambassadors, and provide feedback and guidance to improve their skills and productivity

Coordinate and oversee the scheduling, staffing, and workflow of the Service Excellence Crew team, queue managers, quality team members, payments team, and case validators

Analyze and report on the key metrics and trends of the Microsoft 365 product led growth support operations, and identify areas of improvement and optimization

Collaborate with the HEO project manager and other stakeholders to ensure the alignment of the Microsoft 365 product led growth support operations with the business goals and customer satisfaction

Stay updated on the latest Microsoft 365 product features, updates, and best practices, and share the knowledge with your team and the Microsoft 365 product led growth ambassadors

Qualification

Microsoft 365 experienceLeadership skillsQuality managementMicrosoft Office proficiencyPower BI knowledgeMicrosoft 365 certificationFluent in EnglishFluent in SpanishCommunication skillsInterpersonal skills