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Technical Customer Care Team Lead

2 months ago

Reston, Virginia, United States HOMELAND LLC Full time

Job Title: Technical Customer Care Supervisor

About the Role:

We are seeking a highly skilled Technical Customer Care Supervisor to lead our team of customer support representatives. As a supervisor, you will be responsible for guiding your team towards excellence in customer service and support.

Key Responsibilities:

  • Lead and develop 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.
  • Oversee ticket system queues, ensuring swift and effective ticket resolution.
  • Deliver clear communication, aligning the team with organizational objectives, metrics, and SLAs.
  • Handle escalated issues and supervisor calls promptly.
  • Uphold and enforce company policies, ensuring team alignment with established standards.
  • Conduct performance reviews and manage disciplinary actions per company guidelines.
  • Collaborate with Quality Assurance to pinpoint areas of improvement; provide continuous coaching and developmental feedback.
  • Stay updated with product knowledge, industry trends, and customer profiles, ensuring relevant certifications are maintained.
  • Lead the recruitment, interviewing, and hiring processes for Technical Support representatives.
  • Promote a vibrant company culture emphasizing teamwork and collaboration.

Requirements:

  • Must have experience working within a SaaS (software as a service) environment and if you have healthcare that is a plus.
  • A minimum of 3 years leading a technical support team and providing examples of leading teams using metrics, KPI's, and SLA's.
  • Experience using ticketing systems, remote plug-ins, CRM, and other software platforms Salesforce is a plus.
  • Excellent customer service and communication.
  • Top-notch organizational skills; adept at managing priorities and workflows.
  • Detail-driven with a strong technical foundation.
  • Expertise in fostering team unity and forward-thinking leadership.
  • Ability to optimize departmental efficiency and deliver unparalleled customer service.
  • Innate ability to inspire and rally a team towards unified objectives.
  • Ability to collaborate and forge strong relationships.
  • A passion for serving customers and delivering unmatched value.
  • Flexibility to work designated shifts, potentially including weekends on a rotation.
  • Prior interaction with SMB or those not so tech-savvy, a plus.
  • Experience with freemium software platforms.

Benefits:

Employees are offered a generous benefit package which includes Medical, Dental, Vision, 401K, Disability, HSA, PTO and more.

EEO Notice:

HOMELAND LLC is an Equal Opportunity Employer. HOMELAND LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. HOMELAND LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.