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North Woods Village · 1 month ago

Customer Support Center Team Lead

Dublin, Ohio, United States

Full-time

Hybrid

Mid, Senior Level

3+ years exp

North Woods Village is a company that makes software solutions for case managers and social workers in the Health and Human Services field. The Customer Support Center Team Lead is responsible for overseeing support operations, ensuring exceptional customer experience, and managing key support functions while collaborating with cross-functional teams.

Elder CareHealth CareNursing and Residential CareRehabilitation

Responsibilities

Ensure customer requests are prioritized correctly and worked timely to meet team KPIs and customer SLAs

Monitor team performance and provide guidance and insights to the team and management

Acts as first level escalation point for more complex customer issues and inquiries

Train new hires and identify training needs for the team

Mentors and coaches team on troubleshooting, solution development, and customer communication best practices

Contribute and maintain internal knowledge bases and internal documentation

Promote knowledge sharing and consistency of support processes to keep knowledge up to date

Work cross-functionally with other departments to improve and strengthen processes and relationships

Work closely with development staff to prioritize and scope customer needs from development

Attend project closure meetings to facilitate transition from implementation to support

Research and suggest customer support best practices and implement accordingly

Other job-related duties as assigned

Qualification

Customer support experienceTroubleshooting processesLeadership experienceTicketing systems familiarityCross-functional collaborationTraining new team membersCommunication skillsProblem-solving abilitiesInterpersonal skills

Required

Bachelor's degree in Business, Communications, Information Systems, or a related field; Equivalent experience in customer support or technical support may be considered in lieu of a degree

3–5 years of customer support or service desk experience, preferably in a software/SaaS or technical environment

1–2 years of leadership experience, such as team lead, senior support specialist, or informal leadership/mentorship responsibilities

Demonstrated experience with troubleshooting processes, customer communication, and support best practices

Familiarity with ticketing systems, SLAs, and support metrics/KPIs

Strong written and verbal communication skills, with the ability to convey information clearly, concisely, and with the intended impact

Exceptional customer service abilities, including active listening, expectation-setting, and building effective, trust-based relationships

Team leadership and coaching skills, including setting direction, delegating effectively, providing feedback, and fostering a sense of belonging

Excellent interpersonal and relationship-building skills, with the ability to use tact, diplomacy, and diffuse high-tension situations

Strong problem-solving and decision-making abilities, including clarifying issues, considering options, and acting decisively—even with limited information

Ability to operate effectively in ambiguity, handling uncertainty, managing risk, and maintaining composure in fast-changing environments