Technical Customer Care Team Lead

7 days ago

Minneapolis, Minnesota, United States Homeland Full time
Job Summary

Homeland is seeking a seasoned Technical Customer Care Supervisor to lead our team of customer care representatives. Our clients' SaaS platform is revolutionizing the way patients, caregivers, health organizations, and states connect. As a supervisor, you will have the opportunity to shape, inspire, and elevate a team of up to 10 customer care representatives, ensuring they consistently deliver top-notch performance and set new standards in customer service and success.

Key Responsibilities
  • Team Leadership: Lead and nurture your technical support and customer care team (up to 10 reps) fostering their professional growth and development.
  • Ticket Management: Oversee ticket system queues, ensuring swift and effective ticket resolution.
  • Communication: Deliver clear communication, aligning the team with organizational objectives, metrics, and SLAs.
  • Issue Resolution: Handle escalated issues and supervisor calls promptly.
  • Policy Enforcement: Uphold and enforce company policies, ensuring team alignment with established standards.
  • Performance Management: Conduct performance reviews and manage disciplinary actions per company guidelines.
  • Quality Assurance: Collaborate with Quality Assurance to pinpoint areas of improvement; provide continuous coaching and developmental feedback.
  • Product Knowledge: Stay updated with product knowledge, industry trends, and customer profiles, ensuring relevant certifications are maintained.
  • Recruitment: Lead the recruitment, interviewing, and hiring processes for Technical Support representatives.
  • Culture Promotion: Promote a vibrant company culture emphasizing teamwork and collaboration.
Requirements
  • SaaS Experience: Must have experience working within a SaaS (software as a service) environment and if you have healthcare experience, that is a plus.
  • Leadership Experience: A minimum of 3 years leading a technical support team and providing examples of leading teams using metrics, KPI's, and SLAs.
  • Ticketing Systems: Experience using ticketing systems, remote plug-ins, CRM, and other software platforms, Salesforce is a plus.
  • Customer Service: Excellent customer service and communication skills.
  • Organizational Skills: Top-notch organizational skills; adept at managing priorities and workflows.
  • Technical Foundation: Detail-driven with a strong technical foundation.
  • Leadership Skills: Expertise in fostering team unity and forward-thinking leadership.
  • Department Efficiency: Ability to optimize departmental efficiency and deliver unparalleled customer service.
  • Team Inspiration: Innate ability to inspire and rally a team towards unified objectives.
  • Relationship Building: Ability to collaborate and forge strong relationships.
  • Customer Passion: A passion for serving customers and delivering unmatched value.
  • Flexibility: Flexibility to work designated shifts, potentially including weekends on a rotation.
  • SMB Experience: Prior interaction with SMB or those not so tech-savvy, a plus.
  • Freemium Software: Experience with freemium software platforms.

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