The Customer Support Senior Team Lead (CS STL) is a strong leader with a mindset that allows them to build strong teams and processes that put our customers first while providing a continuous feedback loop from customers to various product teams.
Job description:
Understanding our values and acting based on them
Being responsible for continuously re-evaluating teams’ KPIs so they adequately reflect the current situation and progress
Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance
Maintaining and improving cross office / cross team relationships and processes.
Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how
Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided.
Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis
Representing the team in audits
Owner of the teams’ travel and entertainment budget
Responsible for the teams’ development, performance and efficiency
Actively participate in hiring
What we’re looking for:
Based in our India office
Leadership Experience - 2 years in an external CS organisation
Prior experience working with Business Customers or Consumers.
Passion for customer experience, technology, leading people and teams;
Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects;
Willingness to dive into numbers to support process improvements, prioritising, forecasting;
Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player;
Great cross team communication and listening skills;
Good product knowledge.
