Team Lead, Customer Support

1 month ago

Markham Ontario IP, CA Jonas Software - Canada Full time

Team Lead Club Support

Jonas Software – Club Division

Looking for a rewarding career in a company that gives you opportunities for advancement? Enjoy working in a fast-paced, team environment that challenges you every day? Then, we want to meet you

We are looking at hiring a Team Lead to complement our Club Support Team. The primary focus will be to oversee the support team and projects related to the team to ensure that objectives are met.

We are seeking a dedicated professional Customer Focused individual to join our team on a full-time basis. The successful candidate will be an integral part of the Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, including but not limited to delegation of tasks, managing and motivating your direct reports, process management to ensure objectives and client satisfaction are being met. The Team Lead will also be responsible for understanding contact center metrics, assisting in the implementation of strategic goals and processes, and making recommendations to operational workflow to better the customer experience.

We are looking for a true people person that is approachable but at the same time not afraid to push back and challenge people so they can grow. We offer excellent career growth opportunities, benefits package, and a great business casual working environment.

Due to the fact that the team is based mostly out of the Markham office, the candidate would have to be able to be in that office.

JOB RESPONSIBILITIES

Reporting to the Manager of Customer Support, the core responsibilities of the position are to:

TEAM LEADERSHIP (PERFORMANCE MANAGEMENT, TRAINING, COACHING AND DEVELOPMENT)
  • Create a high-performance environment for team members.
  • Coach direct reports through weekly one-on-ones to meet their personal and professional goals.
  • Onboard & train new staff.
  • Plan ongoing cross-training activities for support team members, expanding product knowledge so agents may support as many issues as possible.
  • Meet with team reps once a week to discuss ongoing issues and communicate any necessary information.
  • Write and deliver performance reviews.
  • Monitor team phone calls to ensure quality and provide coaching tips.
  • Mentor team members to assist in growth and career planning.
  • Develop direct reports ensuring fairness and managing diversity; hire and staff as required; show managerial courage when making difficult decisions; demonstrate compassion while using well-developed command skills; create an environment that motivates direct reports to learn and grow their abilities.
  • Conduct regular coaching sessions on both performance and development.
CUSTOMER FOCUS
  • Monitor, manage, and prioritize escalations, safeguarding and retaining Key Customer Accounts.
  • Recognize patterns in support issues, proactively assisting in the development of training materials and/or software change requests to resolve those issues.
  • Plan, balance, and manage workload & customer demands, ensuring the call center is efficiently staffed to meet customer needs and expectations.
  • Assist in ensuring Client Service Level Agreements are being met by the team.
  • Review Client Survey Responses for reps weekly.
DATA & PROCESS IMPROVEMENT
  • Proactively communicate trends and internal and external pain points based on data analysis.
  • Understand and analyze customer requirements, providing personalized support and guidance to assist clients in their day-to-day operations and optimize their usage of our software solutions.
  • Analyze and interpret call center reports, managing resources to meet team KPIs to deliver exceptional customer service.
  • Establish and monitor Key Performance Indicators.
  • Own initiatives with departmental improvements (training sessions and process changes).
COLLABORATION
  • Collaborate and maintain a good professional relationship with cross-departmental teams such as Care Team, Professional Services, and Product.
  • Work across teams and stakeholders to promote teamwork and collaboration.
TEAM SUPPORT
  • Assist with backlog management to ensure calls are being resolved quickly.
  • In cases of high call volume, jump in and assist with client calls and issues.

COMPETENCIES/KNOWLEDGE/SKILLS/ABILITIES:

JOB QUALIFICATIONS:

  • Bachelor’s degree / college diploma.
  • Customer service experience preferably in the software industry.
  • Experience managing a team or group of individuals.
  • Outstanding communication skills (oral and written).
  • Outstanding organizational skills.
  • Able to manage multiple priorities and deliver quality results on time; approachable and able to maintain composure under pressure.
  • Ability to get results in a fast-paced environment.
  • Experience in Golf Club Industries, Hotel, or other related Hospitality Industries would be a definite asset.
  • Flexibility to work non-traditional 9-5 shifts.
  • Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly.
  • Ability to pivot and prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team.
  • Detail-oriented nature to help identify opportunities to improve processes.
  • Exceptional problem-solving and analytical skills to quickly identify and resolve customer issues.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure and in a fast-paced environment.
  • Strong coaching and development skills.
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