Customer Support Team Lead

3 days ago


Atlanta, Georgia, United States Planet Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Planet DDS. As a key member of our support operations, you will be responsible for overseeing the Tier One customer support team and ensuring that they operate at peak efficiency.

Key Responsibilities
  • Mentorship and Guidance: Provide guidance and mentorship to supervisors, helping them develop their leadership skills and improve their ability to manage and motivate their teams.
  • Team Development: Oversee the recruitment, training, and continuous development of support technicians to ensure they are well-prepared to handle customer inquiries and provide exceptional service.
  • Process Optimization: Develop and implement long-term strategies for the Tier One support team to improve service quality and efficiency, including reducing response times and improving first-contact resolution rates.
  • Collaboration and Communication: Work closely with peers to define key performance indicators (KPIs) and objectives for the Tier One support team, and ensure that customer feedback is effectively communicated to relevant teams to drive product and service improvements.
  • Leadership and Strategic Thinking: Lead initiatives aimed at improving the overall customer experience at the Tier One level, and develop and implement strategies to improve customer satisfaction, loyalty, and retention.
Requirements
  • Experience: Minimum of 5-7 years of experience in customer support, with at least 5 years in a management role.
  • Leadership and Team Management: Strong leadership and team management skills, with the ability to motivate and develop high-performing teams.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal abilities, with the ability to build strong relationships with customers, peers, and other stakeholders.
  • Strategic Thinking: Strategic thinking with a focus on process optimization and efficiency, with the ability to analyze data and make informed decisions.
  • Customer Focus: A deep commitment to customer satisfaction and experience improvement, with a customer-focused mindset and a passion for delivering exceptional service.


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