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Team Lead, Customer Support
Team Lead, Customer SupportJ Lee Engineering • San Antonio, Texas, USA
Team Lead, Customer Support

Team Lead, Customer Support

J Lee Engineering • San Antonio, Texas, USA
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Summary

Were searching for an enthusiastic and experienced Customer Support Team Leader to lead our outstanding team of support specialists. As the Team Lead you will be the advocate of our customer experience a mentor to your team and an important contributor to our companys success. You thrive on problem solving inspiring people and fostering a pleasant efficient and enjoyable work atmosphere. If you enjoy assisting others and leading a team to success wed love to meet you!

Key Responsibilities

  • Coach coach and motivate a team of Customer Support Specialists to provide exceptional service. You will have regular one-on-one meetings provide constructive comments and assist your team members in their professional development.
  • Act as the go-to person for complex or sensitive customer concerns offering prompt and sympathetic solutions that transform difficult situations into good experiences.
  • Monitor and analyze key performance indicators (KPIs) such as response time customer satisfaction (CSAT) and resolution rates. Use this information to detect patterns and opportunities for improvement.
  • Welcome new team members and create regular training programs to maintain the teams skills sharp and up to date on our goods and services.
  • Proactively find opportunities to improve our support workflows tools and policies benefiting both our customers and our staff.
  • Collaborate with other departments such as Product Engineering and Marketing to share client input and guarantee a consistent customer experience.
  • Prepare and present frequent team performance and customer insights reports to leadership.

Skills and Qualifications

  • You have 3-5 years of customer service experience including at least 1-2 years in a leadership supervisory or senior mentor capacity.
  • Youre a natural leader who knows how to motivate and empower your team. You set a good example for others by being positive and optimistic.
  • You have excellent written and vocal communication skills. You can convey complicated ideas well and are an excellent active listener.
  • You enjoy delving into a problem and dont stop until youve found an excellent answer.
  • Youre familiar with CRM software (e.g. Zendesk Salesforce or similar) and other support tools.
  • You have a strong sense of empathy for your consumers and the patience to handle any issue with dignity and professionalism.
  • A bachelors degree is beneficial but relevant experience is equally important!

    • Annual Pay

    The annual remuneration for this position ranges from

  • $65000 to $85000
  • depending on experience and credentials.

    • Compensation & Benefits

    We believe in taking care of our team! Heres an overview of what we offer :

  • Medical dental and vision insurance policies for you and your family.
  • A 401(k) plan with a generous business match to help you save for the future.
  • A flexible Paid Time Off (PTO) policy as well as paid corporate holidays allows you to rest and rejuvenate.
  • A budget to help you create a pleasant and effective remote workspace.
  • Opportunities for advancement through access to courses conferences and training.
  • Supporting you and your family during one of lifes most momentous events.

    • Please keep in mind that while this is a remote employment candidates must be legally entitled to work in the United States and reside there.

    If you want to lead a brilliant team and have a significant impact on our client experience please apply! We cannot wait to hear from you.

    Key Skills

    Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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    Customer Support Lead • San Antonio, Texas, USA

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