Customer Service Team Lead

4 weeks ago

Austin, Texas, United States GLG Full time
About the Role

The Customer Service Representative Manager is a key member of the Member Solutions team at GLG, responsible for leading a team of high-performing professionals who act as front-line relationship managers to our network of business and investment leaders.

This is a challenging and rewarding role that requires a self-starter with excellent leadership and communication skills. The ideal candidate will have a proven track record of success in managing direct reports, mentoring and developing employees, and driving key strategic initiatives.

Key Responsibilities
  • Manage and lead a team of customer service representatives to deliver exceptional service to our network members
  • Conduct regular performance feedback, quality checks, coaching, and quarterly reviews to ensure team members are meeting their goals
  • Grow and develop the team by participating in and conducting interviews for team candidates
  • Train and mentor team members to ensure excellence in network member service, communication skills, and compliance
  • Motivate and maintain high morale of team members through creative and innovative means
  • Help develop or update team goals, policies, and procedures
  • Monitor and analyze reports to enhance team efficiency
Requirements
  • 2-3 years of experience in a customer-facing role
  • Demonstrated success managing direct reports is a plus; desire to mentor and manage employees is required
  • Demonstrated commitment, judgment, emotional maturity, and intensity, ideally in a fast-paced, multi-task-oriented environment
  • Passion for solving complex problems and executing best-in-class customer service
  • Demonstrated fluency in using technology tools to improve effectiveness and increase efficiency
  • Strong communication, presentation, and interpersonal skills
  • A demonstrated ability to work effectively across teams and business units to achieve success
  • Proven proficiency with Microsoft Office programs (including Excel and Outlook) and other database and technology tools
About GLG

GLG is the world's insight network, connecting our clients to the world's largest and most varied source of first-hand expertise. Our clients rely on GLG's global team to connect with powerful insight across fields from our network of approximately 1 million experts.

We serve thousands of the world's best businesses, from Fortune 500 corporations to leading technology companies to professional services firms and financial institutions. Our industry-leading compliance framework allows clients to learn in a structured, auditable, and transparent way, consistent with their own internal compliance obligations and the highest professional ethical standards.

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