Client Support Team Leader
2 weeks ago
Established in 2014, Supernova Technology™ provides the first and only cloud-based, fully-customizable, end-to-end software solution designed to automate securities-based lending from inception through the entire loan lifecycle.
By merging expertise in suitability and risk management with premier education and cutting-edge technology, we empower advisors to offer comprehensive, goals-oriented guidance, assisting their clients in achieving financial well-being.
We collaborate with the largest banks, notable insurance firms, and leading online brokerages to democratize access to securities-based lending, enhancing the overall financial ecosystem.
Job OverviewWe are looking for a committed and skilled Client Support Team Leader to oversee our team of Client Support Engineers. In this capacity, you will guarantee the provision of exceptional service and the effective resolution of client concerns. You will also work closely with various departments to refine processes and elevate client satisfaction.
Key Responsibilities:
1. Lead, train, and mentor a team of Client Support Engineers, cultivating a collaborative and high-achieving atmosphere.
2. Design and execute training initiatives for the team.
3. Act as an escalation point for intricate or high-priority client issues, ensuring prompt and effective resolution.
4. Monitor and assess client support metrics to identify trends and areas for enhancement. Formulate and implement strategies to boost client satisfaction.
5. Ensure the team meets or surpasses service level agreements (SLAs) for response times and issue resolution.
6. Collaborate with other departments to communicate client feedback and achieve the goal of client satisfaction.
7. Serve as a client advocate within the organization, ensuring their needs and concerns are addressed in product development and support processes.
8. Maintain a thorough understanding of our platform, including updates, new features, and best practices to provide guidance to clients.
9. Conduct performance evaluations of team members.
Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
- 2+ years of experience in a client support or engineering role within a technical environment, with prior experience working with a SAAS platform.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Highly organized and detail-oriented.
- Strong problem-solving abilities and the capacity to manage escalated client issues effectively.
- Proficient in analyzing data and metrics to inform decisions and improvements.
- Familiarity with client support tools and software (e.g., Zendesk, Freshdesk).
- Ability to thrive in a fast-paced, dynamic environment.
Our Core Values
At Supernova Technology™, we...
- Formulate, execute, and communicate innovative ideas that add value to our employees and clients.
- Persevere through challenges and setbacks.
- Follow through on commitments, accept responsibility, and be accountable for actions and decisions.
- Listen to, understand, and support our employees and clients.
- Act with urgency, positivity, and adaptability.
- Exceed expectations and continuously strive for improvement; we take pride in our work and never stop growing.
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