Customer Support Team Leader
Há 1 mês
Job Title: Customer Support Team Leader
Job Description:
We are seeking an experienced Senior Team Leader to lead and manage a team of Technical Support Agents in a fast-paced, 24/7 helpdesk environment. The ideal candidate will be responsible for ensuring excellent service delivery, driving continuous improvement, and overseeing the performance and development of a team that provides technical support to clients around the clock.
Key Responsibilities:
- Lead and manage a team of technical support agents on a 24/7 rotation, ensuring the team meets or exceeds performance targets and SLAs (Service Level Agreements).
- Provide ongoing coaching, mentoring, and performance management for team members to enhance their skills and performance.
- Organize and oversee shift schedules to ensure adequate coverage for all shifts, balancing workload and ensuring smooth operations.
- Act as the primary escalation point for technical issues that cannot be resolved by the team.
- Leverage technical expertise to assist in resolving complex issues and providing hands-on support as necessary.
- Ensure that all technical support agents have the proper training and knowledge base to handle customer requests effectively.
- Manage daily operations of the helpdesk, ensuring that all customer tickets are handled promptly, professionally, and effectively.
- Monitor and report on key performance indicators (KPIs) including ticket resolution times, customer satisfaction, and team performance.
- Work closely with other departments (e.g., engineering, product development) to escalate and resolve critical issues.
- Ensure compliance with all operational processes, standards, and security protocols.
Requirements:
- Minimum of 5+ years of experience in technical support or helpdesk environments, with at least 2+ years in a leadership role.
- Able to speak professional English (any additional languages is a plus, such as: French, Italian, Spanish, German).
- Proven experience leading teams in a 24/7 technical support or helpdesk setup.
- Strong background in troubleshooting and resolving technical issues across hardware, software, networking, and systems.
About Us:
We are a global company that provides world-class commerce and payment services. We are committed to making our customers and employees happy and are looking for talented individuals to join our team.
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