Team Lead, Customer Support

5 months ago

London, Canada Trackunit Full time

We are looking for a **Team Lead for our new North American Customer Support, Tier 1** team, part of our Global Customer Support organization, to lead and guide our team to deliver an amazing customer experience to customers from around the globe.

As a Team Lead for this function you will have a unique opportunity to shape and influence how the team services Trackunits customers as well as being a guiding light in setting up new processes, workflows and more. You will join a leadership team of 4 leaders from both North America and Europe as we work to provide fast, excellent assistance with a high focus on customer satisfaction. Our mission is to deliver effective support through a blend of expertise, empathy, and efficiency, ensuring a seamless and positive experience for every customer interaction.

Cooperation and compassion are our key qualities, so you can be sure we provide you the support you need on this unique career path.

With our locations in the hearts of London and Kitchener, Ontario, we offer you a flexible setup where you can work from one of the two hubs and with the possibility to work from home.

**What’s in it for you?**:

- A place in an **agile growth SaaS business**, with possibilities to grow internally in the company. We are moving fast, so fasten your seat belt and prepare to be adaptable. Back in 2020 we were 150 employees at Trackunit and we have just passed 400 employees.
- International environment with regular check-ins and social events across teams, departments and borders.
- We take your **personal and professional development** goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to help you identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.
- **Flexibility and hybrid working is not just a cliché** **to us** or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

**Who are you** ideally**?****:

- You have experience from a similar position or you have hands on experience within the fields of Customer Care, Technical Support, Customer Success or another customer facing role.
- You enjoy guiding your team through compassionate and close mentorship/coaching with an emphasis on the individual and their growth
- You and your decisions are guided by data and you collect actionable data on your team and any tasks that comes your way
- You are a team-player, who is always open to new ideas and finding the best solution for our customers in close collaboration with the rest of your team, other departments and stakeholders - because it’s a lot more fun to get things done together
- You are methodical and ensure that actions follow a process, framework or system to allow repeatability and deny bias
- English skills at a professional level. We are first and foremost a global organisation with international colleagues in and outside of Denmark, and the same goes for the customers you will support.
- Being fluent in Spanish or French is advantageous.

**Primary responsibilities**:
**Operations & Customer experience**
- Promote an excellent customer experience
- Work with your team to ensure our customers receive the best possible experience when interacting with Trackunit
- Attend meetings and reviews with customers and Commercial or CS teams
- Take lead on complex customer cases and manage complaints
- Coordinate operations throughout the day
- Ensure the team knows what to prioritize and how to approach daily operations
- Monitor and highlight ongoing issues, incidents and other critical information or events to ensure team is up-to-date
- KPI Adherence
- Ensure necessary dashboards and reports are setup and continually developed in order to monitor and report on Performance and KPI adherence
- Take action to ensure continuous adherence and escalate if needed
- Participate in monthly performance call with a focus on actions and solutions
- Lead and assist with projects
- Run projects directly related to the team in collaboration with our CX Ops team and other organizations
- Work with other teams on relevant projects or product launches

**People Management**
- Team growth and development
- Conduct regular check-ins with focus on mental health and well-being as well as performance and KPIs
- Conduct impact conversations every 3 months with focus on growth and overall direction for your team-members
- Recruitment efforts with our People team
- Plan and enroll improvements based employee satisfaction surveys
- Training
- Gather feedback on training needs from your team
- Interact with in-house expert to plan and prep training
- Conduct yearly merit con

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