Client Support Group Lead

3 weeks ago

Wayne, United States Frontline Technologies Group LLC. Full time

Location Requirements: This role is Hybrid to one of our offices: Austin, Naperville or Wayne. Remote candidates will be considered.

Your role on the team:

Reporting to a Client Support Manager, the Group Lead is responsible for overseeing and working directly with our team of offshore contractors. The Group Lead will provide coaching, mentoring and product knowledge subject matter expertise to enable our team of contractors to deliver consistent and exceptional service to our clients.

You can expect to:

* Create an environment that fosters trust, open communication, creative thinking & cohesive team effort.
* Motivate & inspire team members through servant leadership and by leading by example.
* Hire, coach and develop team of offshore contractors providing live chat, email, webform and phone support.
* Provide daily direction and communication to team so that client interactions are handled in a timely, efficient and knowledgeable manner.
* Schedule routine 1:1 sessions with off-shore Leaders and Trainers to provide the following:
* Statistical and performance feedback and coaching on a regular basis to each team member.
* Regularly review tickets, assess cycle times, identify any gaps in learning
* Work to meet and exceed defined KPIs
* Ensure a continuous feedback loop in sharing team performance data.
* Ensure team has appropriate training and other resources to perform their jobs.
* Field escalated questions across various channels (email, chat, phone and Slack) and achieve a best-in-class response time.
* Communicate with our clients as needed to address questions and escalations towards improving client support experiences.
* Share continual responsibility for deciding how to manage the team ensuring tickets are handled efficiently and effectively.
* Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives, and provide continual evaluation of existing processes and procedures.
* Use appropriate judgment in upward communication regarding department or employee concerns.
* Increase client satisfaction through Client Satisfaction Surveys (CSAT), Net Promoter Scores and other measurements.
* Contribute to and help maintain retention rate goals (by revenue) by product.
* Clearly define expectations, priorities and goals.
* Regularly review KPIs that measure individual and team performance while also providing constructive feedback.
* Recognize achievements to motivate and boost team morale.
* Understand and define the average and anticipated volume of support as well as expected individual contributions to help establish metrics for the team.
* Help drive a reduction in support volume by helping create knowledge base and drive users to available online resources.
* Identify and implement process improvements to optimize support workflows.
* Work closely with teams to streamline cross-functional processes.
* Research and develop pro-active client support approaches to minimize overall customer support that is necessary.

What you bring to the role:

* Ability to manage multiple clients & cases simultaneously with minimal supervision.
* Ability to meet key performance indicators such as first call resolution, schedule adherence, and customer satisfaction.
* Ability to work self-sufficiently in a fast-paced environment.
* Ability to leverage knowledgebase articles for both troubleshooting and educating clients.
* Skilled in reviewing customer satisfaction results and developing improvement initiatives.
* Skilled in researching, analyzing, developing, and recommending processes and procedures to improve the customer's overall experience.
* Desire to coach, mentor, and retain best talent.

This role requires:

* Bachelor's Degree or higher.
* 6+ years' experience in customer success, account management or client support.
* Technical proficiency, communication and organizational skills are top strengths.
* Strong analytical capabilities needed to review support metrics, support channels and self-service tools to measure deflection of support.
* Managing a team of approximately 15 people supporting multiple Frontline solutions; including growth and evaluation of team.

Who we are:

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of "we" instead of "me." We believe in the philosophy of servant leadership and that it's all about putting others first. We also value the balance between family and work.

Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The perks of being a Frontliner:

Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.

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