Support Team Lead

1 day ago

Cebu City, Central Visayas, Philippines beBeeSupportTeamLead Full time ₱6,000,000 - ₱7,500,000

Job Title: Support Team Lead

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We are seeking a highly skilled and experienced professional to fill the position of Support Team Lead. In this role, you will oversee the training and development of our support staff, ensuring they have the knowledge and skills required to deliver exceptional customer service.

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The ideal candidate will possess strong leadership and communication skills, with the ability to motivate and guide a team. They will be responsible for developing and implementing effective training programs, measuring and reporting on team performance, and collaborating with other departments to ensure alignment with company goals and customer needs.

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Key Responsibilities:

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  • Develop and implement comprehensive training programs to enhance the skills and knowledge of the support team.">
  • Lead and manage a team of support staff, providing guidance, mentorship, and conducting regular performance evaluations.">
  • Measure and report on the performance of the support team, identifying areas for improvement and implementing strategies to increase effectiveness.">
  • Create and manage a comprehensive support knowledge base for consistent and accurate information sharing across the support team and customers.">
  • Collaborate with other departments to ensure training programs align with company objectives and customer needs.">
  • Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to improve outcomes.">
  • Handle escalated customer issues, offering solutions and ensuring customer satisfaction.">
  • Develop and support automated tools and processes to streamline support operations and improve efficiency.">
  • Maintain an up-to-date understanding of the company's products and services to provide accurate training and support.">
  • Ensure the support team adheres to best practices and company procedures.">
  • Report on team performance and training program effectiveness to senior management.">
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Requirements:

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To be successful in this role, you will need to possess the following qualifications and skills:

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  • A bachelor's degree in Business, Education, or a related field.">
  • Proven experience in training and team management, preferably in a support or customer service environment.">
  • Strong leadership and communication skills, with the ability to motivate and guide a team.">
  • Excellent problem-solving and conflict-resolution skills.">
  • Experience in designing and implementing effective training programs.">
  • Familiarity with customer support tools and software.">
  • Ability to work effectively in a remote environment.">
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Nice to Have:

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The following qualifications and skills would be beneficial for this role:

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  • Experience in the software or technology industry.">
  • Certification in training or customer service.">
  • Knowledge of Learning Management Systems (LMS) and e-learning tools.">
  • Experience handling support escalations and improving customer satisfaction.">
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Benefits:

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This is an exciting opportunity to join our organization and contribute to the success of our support team. We offer a competitive salary and benefits package, including opportunities for professional growth and development.

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