Team Lead, Customer Support

1 month ago

Toronto, Canada Achievers Full time

**Overview**:

- The Team Lead of Customer Support is a highly motivated, customer and people-oriented individual who is passionate about Achievers’ experience and being a leader of people Our Global Customer Support team guarantees the highest level of excellence to ensure that our program administrators and internal stakeholders rave about our services and get the answers they need in real time. This is the perfect leadership role for those that exemplify and reinforce excellent service by being willing, ready, and able to jump in and demonstrate a superior level of support. This role reports directly to the Director, Support Services and could require nonstandard business hours as needed to support the team and the global nature of this role.

**Responsibilities**:

- Supervise the day-to-day operations of the customer support department assist with hiring, training, and developing Customer Support Specialists to meet company support KPI’s on CSAT, Response Time, and Resolution.
- Become an expert on the Achievers SaaS solution.
- Set the culture, pace, and expectations for your team as well as the direction for their team to align to the broader organizational strategy and adjust strategies to fit those goals.
- Serve as a thought leader, customer advocate, and partner to your employees and customers.
- Help refine and standardize processes across the organization as we improve customer outcomes, as well as the operational efficiency of the team.
- Improve client retention by collaborating closely with the Customer Success team to ensure customers are receiving timely and effective resolutions.
- Communicate customer issues/requests to Product & Development team.
- Complete monthly case reviews for direct reports and review standardized performance metrics & KPIs to provide guidance and feedback for continued growth and improvement in employees during 1:1s.
- Facilitate the personal and professional growth of Customer Support Specialists.
- Strategically advance internal and customer-facing documentation to help improve standards of support and update outdated material.
- Coordinate daily workflow strategy and schedule phone support.
- Report on Customer Support KPI metrics monthly.
- Create and manage development plans for direct reports, coach, lead and manage a team of Customer Support Specialists of various levels.
- Manage case escalations from various stakeholders including Program Administrators and Customer Success and work strategically on resolutions.
- Host team meetings to ensure that the team stays informed.

**Qualifications & Skills**:

- Bachelor’s degree or higher is preferred _(will consider and weigh employment history and experience)_
- 4+ years of related work experience.
- Supervisory experience in a metric driven environment.
- 2+ years SaaS environment experience.
- High-growth or early-stage start up experience.
- Exceptional communication and interpersonal skills.
- Basic HTML capabilities and overall technical aptitude.
- Experience within a metric driven environment.
- Ability to understand technical aspects of software functions.

About Achievers:

- As Achievers employees, we are passionate about disruptive technology, welcome constant change, and understand the value of employee success in the workplace. We enjoy coming to work every day because we believe in our product and love our culture. Achievers is more than just a software company; we are industry leaders in the HR space.

We have been recognized in numerous publications for our contributions to HR, for technical excellence and for our outstanding workplace culture

Check out our platform in action here

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