Customer Support Team Lead

4 weeks ago

Chicago, United States Morningstar Full time

Morningstar Publishing System is a custom reporting system. Institutions establish select funds, data, and reporting tools to efficiently and seamlessly create batch reporting outputs. Morningstar Publishing System combines the power of Morningstar's Data and Reporting with flexibility for firms to create something unique to their user base. The Team Lead will work as part of our dynamic global team to assist and support our Morningstar MPS/Profiles clients.

Job Responsibilities

  • Manage the daily running of the Support team to ensure all incoming cases are answered within the prescribed SLAs.
  • Lead the individuals in the region, which includes identifying personal development, training, and assisting with recruitment.
  • Assist with managing individual case queues, ensuring prompt and accurate responses to clients.
  • Handle customer escalations from your team and ensure that these are promptly escalated to the appropriate department, with all relevant information for an efficient investigation & resolution.
  • Promote knowledge sharing within the local and global support teams.
  • Ensure all cases are correctly documented in CRM.
  • Provide regular reporting and quality reviews.
  • Hold regular review meetings with Tier one clients to ensure they are not experiencing ongoing issues or concerns, providing solutions to ensure clients best utilize our products & data.
  • Oversee the creation of documentation and knowledge sharing.
  • Assign and align team tasks with the organizational strategy.
  • Collaborate with the Implementation Manager to hand over all newly onboarded clients.
Qualifications
  • Bachelor's degree is a must
  • 3-5 years of Customer Support experience in fintech working with larger quantities of data is a must
  • Previous experience identifying workflows and creating standardized work processes by collaborating with internal teams is a must
  • Experience working in Salesforce and Jira
  • Excellent client service skills with a proactive approach, and take ownership of issues as they arise


001_MstarInc Morningstar Inc. Legal Entity

Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

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