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Customer Support Team Lead Specialist
2 weeks ago
Sage Recruiting is seeking a Customer Support Team Lead to join a leading provider of SaaS solutions for clubs and their members. The role involves supervising the support team and overseeing related projects to ensure goal achievement.
The successful candidate will play a crucial role within this rapidly growing organization. Responsibilities include day-to-day involvement in team processes, such as task delegation, managing and motivating direct reports, and overseeing processes to ensure both objectives and client satisfaction are met.
Key Responsibilities:- Manage a team of 7-10 Customer Support Analysts
- Ensure the team meets Client Service Level Agreements and review client survey responses for representatives weekly.
- Monitor team phone calls for quality, provide coaching tips, and assist with backlog management to ensure quick call resolution.
- Hold weekly meetings with team representatives to discuss ongoing issues, share necessary information, and evaluate staff performance.
The ideal candidate will have 2-3+ years experience leading and managing a team, a Bachelor's Degree / College Diploma, and excellent organizational skills and time management.
