Team Lead, Support

7 months ago

Toronto, Canada reSolved Full time

**About reSolved**

**We partner with organizations that do good, so they can be better. Because we believe there is always a better way. **Our clients have a clear purpose and vision. They are the leaders, innovators, allies, and dynamos solving society’s complex challenges and making the world a better place. reSolved is the silent partner that helps purpose-driven organizations succeed. We empower our clients to deliver greater impact now and into the future, by making their technology work for them and bringing their people, processes, and meaningful results into focus. We give our clients the tools and knowledge to do what they do, better and more efficiently. Our team has implemented best-in-class technologies for some of the largest, high profile philanthropic organizations, multinational corporations, government agencies, and research institutions, bringing decades of deep knowledge and expertise to help them create lasting change in 100 countries using solutions in 12 languages throughout the United States, Europe, Asia, and Canada.

We have grown quickly in the last three years and now have people in Canada, the US, India, and Europe, with office locations in Toronto and Ireland. If you love solving problems and you thrive in diverse teams and developing solutions to complex challenges, this is a great role for you You can learn more about our culture, values, and clients here.

We are looking for a **Team Lead, Support **to join our rapidly expanding team.

**What you will do**

You are relentless in your passion for service quality and exceeding client expectations. You will lead and manage our Client Support Services team, a critical business line with a direct line to reSolved clients post go-live. Within Client Support Services, relationships with clients are strengthened and through the delivery of support, trust is continuously developed as client’s are supported to achieve the optimal use of their reSolved-built technology solution. In this role, you will interface with clients and liaise with other internal departments to find the best solutions for support clients. Your sharp focus is to deliver the highest service quality and client experience. You will develop continuous improvement plans, strategic and operational initiatives, and Support Services technology solutions to improve overall client experience. You need a growth mindset and the willingness to always find a way by asking tough questions, pushing traditional boundaries, and measuring and monitoring client experience.

**Responsibilities**:

- Work closely with internal and external stakeholders to collaborate, mentor, direct, and build lasting relationships.
- Monitor and assess overall health and performance of the Support Services function by generating, reviewing, and analyzing KPIs and other key pieces of data.
- Maintain in depth knowledge of our SaaS and other products in order to be able to respond to customer escalations and drive continuous improvement.
- Review capacity and utilization to ensure staffing levels meet the demand.
- Manage the teams’ training programs, career paths, and employee development through coaching, mentoring, and performance management.
- Foster a sense of purpose within the team; develop short
- and long-term objectives aligned with driving behaviours supporting missions, vision, and core values.
- Build deeper relationships with clients and assist in expanding the engagement footprint.
- Ensure adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices.
- Contribute to planning of KPIs, review profitability metrics, and team efficiency.
- Strong understanding of contact center staffing and forecasting methodologies in a blended environment.
- Detailed understanding of customer contracts to meet performance objectives for service level agreements.
- Identify and drive process improvements and initiatives in partnership with relevant stakeholders to resolve delivery issues, failures or adverse feedback from customers and to increase service levels and quality for the customer.
- Regularly solicit feedback from the customer and/or other teams to determine opportunity to improve processes and client experience.

At reSolved, you are part of a team of problem solvers, helping to solve complex business issues from strategy to execution with our clients. We live by our values and these attributes make for success in our team:

- **Business Ownership. **Assume responsibility and accountability to successfully accomplish work objectives and deliver business results by setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
- **Collaboration (in and across teams)**. **Support others’ development and be a positive team player. Leaders and team players take pride in helping others learn, collaborate, and give actionable feedback to the team.
- **Problem-Solving/Critical Thinking. **Manage risk, issues, and

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