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Rakuten Advertising · 2 weeks ago

Team Lead, Customer Support

San Francisco, CA

Full-time

Onsite

Mid, Senior Level

$63K/yr - $107K/yr

2+ years exp

Rakuten International is a division of Rakuten Group, Inc., a Japanese global technology leader in services that empower individuals, communities, businesses and society. As a Team Lead in Customer Support, you will support the team, maintain/improve team operations, and serve as a point of contact between the client facing and technology teams.

AdvertisingDigital Marketing

Responsibilities

Work closely with support agents and leads to encourage and ensure high performance team-wide

Interface and collaborate with other support teams (Tier 2, Writing team) to ensure appropriate product and process knowledge is shared across the larger support team

Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts

Support company and Rakuten group people initiatives as well as process improvement and automation

Compile and provide reports on a weekly and monthly basis

Maintain and be able to speak to KPI’s to upper management

Ensure best-in-class support outcomes – CSAT, first response time, and resolution times to drive continuous improvement, etc

Responding to escalations from support agents in a timely manner, aiding with specific tickets and client concerns

Encourage learning and growth of the support agents through escalated tickets and other touch points

Creating/updating team SOP documentation and providing refreshers to the team as needed

Responding to escalated customer queries in a timely and accurate way

Helping key customers use specific products and features

Effectively communicating complex technical concepts and principles with a wide ranging technical and non-technical audience

Document, investigate, triage, and report to technical team, system bugs and issues through our issue tracking system

Monitor ticket/issue status to the point of resolution, ensuring compliance to team SLAs

Collaborate with technical writing team, requesting new/updated content when needed and review content as subject matter expert

Active participation in process improvement and automation initiatives

Work closely with product team members to improve systems and make enhancements to our products for our customers

Maintain knowledge and understanding of Rakuten Advertising’s tracking solutions and services

Qualification

Customer support experienceTechnical support experienceKPI reportingMicrosoft OfficeJira familiarityZendesk familiarityAnalytical skillsMulti-tasking skillsCommercial awarenessCommunicationOrganizational skillsTime-management skills