Job Summary
We’re looking for a super-skilled Team Lead to work with the Support Team
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 1 year
Job Description/Requirements
What you’ll be doing:
- Managing and leading a team of employees
- Communicating company goals, safety practises, and deadlines to the team
- Motivating team members and assesses performance
- Helping management, including hiring and training, and keeps management updated on team performance
- Communicating concerns and policies among management and team member
- Searching for process/procedure optimisation and work improvement of the team
- Meeting company's SLA's
- Performing effective people management (one-to-ones, coaching, career development)
- Supporting management with hiring processes and new team member training
- Daily/weekly control and monitoring of the operations (timely reaction on different situations)
- Performing deep-dives on SLAs and provide RCA/trends/actions for their improvement
- Challenging process/procedures in context of continuous improvement
- Acting as point of contact for any internal and external escalations
What you'll need:
- Fluency in English
- Prior customer support experience
- 1+ year of experience in managing a team (5 -10 FTEs)
- Experience in leading on a project
- Exceptional understanding of customer service, technical issue resolution and support best practices
- Empathy and love for helping people
- Strong attention to detail and analytical skills
- Driven, self-motivated and highly flexible team player attitude
- Self-learner, independent problem-solver approach
- Bachelor's degree or equivalent
- Proven record of improving SLAs for support teams
- Experience working with data analysis and dashboards
- Strong communication skills, great numeracy and IT skills
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