Support Team Lead

4 weeks ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

As a Support Team Lead at Staff4Me, you will be responsible for managing the daily operations of the support team, ensuring that all customer inquiries and issues are addressed promptly and effectively. You will lead by example, mentoring team members, and fostering a positive work environment. Your role will involve developing processes to improve team performance and customer satisfaction, as well as ensuring compliance with company standards and procedures.

Key Responsibilities:

  1. Oversee the daily operations of the support team, ensuring high levels of customer service and responsiveness.
  2. Train, mentor, and support team members, providing guidance and feedback to enhance their performance.
  3. Monitor team performance and productivity metrics, identifying areas for improvement and developing action plans.
  4. Handle escalated customer issues professionally, ensuring resolutions are provided in a timely manner.
  5. Develop and maintain support processes and documentation to streamline operations and improve efficiency.
  6. Foster a positive team culture through regular communication, recognition, and team-building activities.
  7. Collaborate with other departments to ensure effective communication and problem resolution for customers.
  8. Conduct regular team meetings to discuss updates, challenges, and opportunities for growth.
  9. Ensure the team is knowledgeable about the company's products and services to provide accurate and effective support.
  10. Report on team performance to upper management and recommend changes to improve efficiency and service delivery.

Technical Requirements:

Requirements:

  1. Bachelor's degree in Business, Management, or a related field.
  2. Proven experience in a customer support role with leadership responsibilities.
  3. Strong interpersonal and communication skills, with the ability to motivate and lead a team.
  4. Excellent problem-solving abilities and conflict-resolution skills.
  5. Experience with customer support software and tools.
  6. Ability to thrive in a fast-paced, dynamic environment while maintaining a high standard of service.
  7. Strong organizational skills and attention to detail.

Nice to have:

  1. Knowledge of the software or technology industry.
  2. Previous experience implementing process improvements in a support environment.
  3. Familiarity with key performance indicators (KPIs) for customer service teams.
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