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North America Customer Support Representative Team Lead

5 months ago

Miami, United States Shadow Full time

**North America Customer Support Representative Team Lead**

Miami / Customer Support / Full Time Since 2015, Shadow helps you remain free from your hardware constraints and allows you to benefit from the best of PC through the Cloud. You can work, create and play **everywhere and at any time**.

As a pioneer and creator of one of the first **high-end cloud PCs**, we believe making **high-powered tools easily accessible** will help people achieve extraordinary things.

Our company is growing. Fast. In 5 years, weve gone from a small startup based in a Paris apartment to an international team of **130+ people** servicing **tens of thousands of users**. And thanks to their feedback and support, we keep on expanding into more countries and launching more **innovative products**.

But Shadow is primarily a company **based on its people**. Where each individual makes the difference by trying to make the **impossible possible.**

Our ambitions are sky-high to forever revolutionize the way technology is used, so if you want to join us on this great adventure, wed love to have you on the team

We are actively looking for a **Customer Support Representative Team Leader** to join our **Support team**

**The Support team:**

The Support Team aims to contribute to customers' satisfaction around the world by connecting them with the internal teams of the company. Therefore, the Support Team ensures an amazing Shadow experience.

**Your role:**

As a Team Leader, you will be responsible for supervising one of our Customer Support Representative teams. Your role is to help Customer Support Representatives, individually and collectively, carry out our various missions in order to achieve our customer's satisfaction. You are responsible for the proper organization and well-being of your team, its animation, its motivation, and also their talent development, within our Human Resources policy framework.

**Your Goals:**

- Monitor the production of your team and ensure your team is performing at a high level; - Coordinate with other Team Leaders to build out standard operating procedures; - Work in close collaboration with all the support and the company teams; - Answer customer requests by email, chat, and phone; - Diagnose technical problems encountered by the customer and guide them on how to make the most of Shadows service/product; - Proactively provide ideas and suggestions for improvement/creation of Help Center; - Monitor issues/news impacting customers and ensure your team is up-to-date with the latest workarounds and information; - Consolidate, analyze and communicate needs to improve the product; - Conduct weekly 1:1 meetings with your team and daily briefs with the entire team US Support team.

**Your Profile:**

You have a first-hand experience in a similar position; - You have a strong capacity to adapt and understand our customers needs; - You have excellent communication skills in English, any other spoken language will be a nice plus; - You have experience using ticket management tools; - You have a passion for technology; - The computer and its components are no longer a mystery to you; - You are the new Sherlock, you know how to investigate and ask questions to solve a complex mystery; - You are at ease on the phone, empathetic, diplomatic, and a good listener; - You enjoy teaching and helping others; - You are autonomous and proactive in your tasks; - You are a team player, you will work closely with several teams to achieve common success.

**Your recruitment process:**

We will set up a 30-minute call with our recruitment team to get to know you better. If we both (you and us) feel its a good match, you will meet :

1) Peter, our Production Manager with one of our Support Team Leaders 2) Renaud, our Chief of support officer 3) Hedi, our Talent Manager

Don't wait any longer, join us

*At Shadow, we are committed to building and fostering an environment where our employees feel included and heard. ??We promote diversity where individual differences are recognized, valued, and respected in order to develop the full potential and strengths of everyone. Be yourself, all are welcome ;)*