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Team Lead (Support)


Software & Data

IT & Telecoms Confidential
2 weeks ago

Job Summary

We’re looking for a super skilled Support Team Leader Someone who understands what it takes to motivate and lead a team. Someone to develop a firm foundation for our operations and innovate on ways to scale it quickly and effortlessly. If you’re ready to stop providing a service and join us in delivering WOW to our customers instead — let’s get in touch

  • 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 practices, and deadlines to the team
  • Motivating team members and assessing performance
  • Providing help to management, including hiring and training, and keeps management updated on team performance
  • Communicating concerns and policies among management and team members
  • Searching for process/procedure optimisation and work improvement of the team
  • Meeting company SLAs
  • Performing effective people management (one-to-ones, coaching, career development)
  • Assisting 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 providing 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
  • A Bachelor's degree or equivalent
  • Prior customer support experience
  • 1+ year of experience in managing a team (5 -10 FTEs)
  • Experience leading projects
  • An 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
  • To be driven and self-motivated with a highly flexible team player attitude
  • To be a self-learning, independent problem-solver
  • A 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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