Customer Support Team Lead
2 months ago
Overview
24/7 Customer Support, North America Team Lead
We are seeking a highly skilled and experienced professional to lead our 24/7 customer support team in North America. As a key member of our global engineering and manufacturing organization, you will be responsible for providing exceptional support to our customers, driving business growth, and developing a high-performing team.
The Role:
As a 24/7 Customer Support, North America Team Lead, you will:
- Lead a regional team responsible for providing front-line support to our customers
- Mentor and develop team members to achieve their full potential
- Act as an escalation point for operational support issues
- Monitor key performance indicators (KPIs) to drive continuous improvement
- Work rotating shifts within the Calgary-based 24/7 support team
Responsibilities:
• Provide exceptional customer support through various communication channels
• Collaborate with cross-functional teams to resolve complex issues
• Develop and implement process improvements to enhance customer satisfaction
• Foster a culture of continuous learning and development within the team
Requirements:
• Technical diploma or degree in a relevant field (e.g., geomatics, electrical engineering)
• Proven experience in customer-facing roles, preferably in technical support or services
• Excellent verbal and written communication skills, with the ability to tailor communication for varying audiences
Preferred Qualifications:
• 3+ years of experience in a technical support capacity
• Ability to work independently and within tight deadlines
• Frontline support or helpdesk experience
• Basic understanding of GNSS products
• Experience with Salesforce as a CRM
About Hexagon:
Hexagon is a global company with a diverse and inclusive work environment. We are committed to providing our employees with opportunities for growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.
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