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Sprezzatura · 1 day ago

Customer Success Team Lead

United States

Full-time

Remote

Senior Level

5+ years exp

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business specializing in secure, scalable, and human-centered digital solutions. They are seeking a Customer Success Team Lead to supervise the VA Health Connect team, focusing on improving customer experience and driving overall support strategy through team leadership, data analysis, and cross-department collaboration.

ConsultingInformation ServicesManagement ConsultingProject Management

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Team Leadership & Development: Supervising, mentoring, and coaching a team of customer support agents. This includes performance management, training, and development to ensure a high-performing team

Strategy & Process Improvement: Developing and implementing customer support strategies, policies, and procedures to enhance customer satisfaction and efficiency

Customer Feedback & Analytics: Analyzing customer feedback, support metrics, and industry trends to identify areas for improvement and opportunities for service enhancement

Cross-Functional Collaboration: Collaborating with other departments (e.g., product, engineering, sales) to ensure seamless customer experience and gather insights

Escalation Management: Managing escalated customer issues, ensuring timely and satisfactory resolutions, and maintaining positive customer relationships

Improve documentation / details in SNOW to include SOPs for Tier 1 / Tier 2 trouble shooting with specific example

Processes for ticket triaging/management escalation, parent / child ticket processes

Tier 2 to Tier 3 escalation processes and documentation; define criteria, scenarios

Develop categories for T1 / T2 support for reporting and escalation process

Streamline and document the process for closing tickets in SNOW

Training documentation for T1 / T2 team and to ensure the team is trained on all new features

Define the Process for GO LIVE support and defining the process for production release support

Performance Measurement & Reporting: Monitoring key performance indicators (KPIs), compiling reports, and providing insights to improve customer support effectiveness

Training & Onboarding: Providing training and onboarding for new team members, ensuring they have the necessary skills and knowledge to succeed

Industry Knowledge: Staying up to date with industry trends and best practices in customer service and support

Problem-Solving & Decision-Making: Effectively identifying and resolving customer issues, making informed decisions to improve processes, and advocating for changes based on customer feedback

Qualification

Salesforce Admin CertificationIT Operations knowledgeLeadership skillsCustomer service experienceAgile project managementCommunication skillsProblem-solving skillsInterpersonal skills

Required

Ability to obtain a Public Trust government clearance

Bachelor's degree in Computer Science, Engineering or other technical discipline required, OR equivalent work experience

Salesforce Admin Certification (required)

5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization

Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization

Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers

Knowledge of IT Operations and key systems

Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills

Knowledge of IT Operations and key systems

Experience with planning and performing regression testing

Some familiarity with Agile project management and sprint planning

Ability to work independently as well as collaboratively on cross-functional teams

Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills