Confidential Company · 4 hours ago
Customer Care Team Lead
United States
Full-time
Remote
Senior Level, Lead/Staff
5+ years exp
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Hiring Manager
Denis Keegan, PMSM, PHR
Insider Connection @Confidential Company
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Responsibilities
Day to day supervision of the technical Customer Care resources on your team; measure performance, ensure all staff maintain high levels of productivity
Departmental planning and scheduling to ensure sufficient coverage for customers
Prioritize, balance, multi-task competing issues with deference to urgency, length of outstanding time and political sensitivity
Manage upgrade resources and assist deployment group with implementing projects as required
Establish Scorecards and Key Performance Indicators (KPI’s) for the team, monitor and measure these regularly, providing coaching and discipline as required
Mentor group members and participate in performance reviews
Onboarding, training, and management of new staff
Interact regularly with various departments within the organization (i.e., Development, Marketing, Sales, Deployment) to ensure a smooth operation
Identify and roll out new processes to provide clients with a more customer friendly experience
Monitor call queues and set priorities as required
Resolves most complicated tickets, application questions or problems in the areas of system configurations/setup, database, product and system functionality and business enhancements
Provide proactive customer follow up, communication and issue management, including coordination of customer calls to existing customers
Ensure training sessions, videos, knowledge base, Company's Community and other customer resources are actively managed and updated
Develop relationships with problem customers and be escalation for issues, and strengthen existing relationships
Assigns tickets and tasks as appropriate to group members
Create development 'bug' reports as appropriate
Assist in the creation of statement of work documentation
Providing 24/7 on call support
Provide occasional coverage for Call Center Operator
Qualification
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Required
Exceptional ‘take charge” technical and ‘change management’ skills
Superior communication skills
Self-motivated
Highly organized
Independent
Demonstrate productivity and quality through effective management and motivation of their Customer Care team
Ensure excellent customer service is provided to all clients
Day to day supervision of the technical Customer Care resources on your team
Measure performance, ensure all staff maintain high levels of productivity
Departmental planning and scheduling to ensure sufficient coverage for customers
Prioritize, balance, multi-task competing issues with deference to urgency, length of outstanding time and political sensitivity
Manage upgrade resources and assist deployment group with implementing projects as required
Establish Scorecards and Key Performance Indicators (KPI’s) for the team
Monitor and measure these regularly, providing coaching and discipline as required
Mentor group members and participate in performance reviews
Onboarding, training, and management of new staff
Interact regularly with various departments within the organization (i.e., Development, Marketing, Sales, Deployment) to ensure a smooth operation
Identify and roll out new processes to provide clients with a more customer friendly experience
Monitor call queues and set priorities as required
Resolve most complicated tickets, application questions or problems in the areas of system configurations/setup, database, product and system functionality and business enhancements
Provide proactive customer follow up, communication and issue management, including coordination of customer calls to existing customers
Ensure training sessions, videos, knowledge base, Company's Community and other customer resources are actively managed and updated
Develop relationships with problem customers and be escalation for issues, and strengthen existing relationships
Assign tickets and tasks as appropriate to group members
Create development “bug” reports as appropriate
Assist in the creation of statement of work documentation
Providing 24/7 on call support
Provide occasional coverage for Call Center Operator
Solid problem solving and consultative skills required
Strong presentation, communication, organization, multitasking, and time management skills
Ability to multi-task and be the escalation point for tickets from other team members
Ownership of issues through resolution
Ability to work in a team environment
Preferred
5 or more Customer Service experience preferred
Extensive database knowledge (MS SQL and/or Oracle) an asset
Previous experience with incident reporting/bug reporting/call tracking systems an asset
Supervisory and/or leadership experience an asset
People management experience an asset
Knowledge of public transportation industry an asset
Knowledge of the company product suite an asset (Streets, Rangers, XGate, XMM)
Post-secondary education in the area of computer science or engineering; or equivalent would be an asset
Willingness to travel on short notice up to 25% annually
Company
Confidential Company
A well-established firm in New York City seeks top-notch candidates.
11-50 employeesFunding
Current Stage
Early StageCompany data provided by crunchbase
