The Support Team Lead is responsible for providing quality and efficient customer service to customers through the daily management of support staff by motivating, recognizing, rewarding, coaching, counseling, and training.

As aSupport Team Lead, you will:

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
• In conjunction with the Quality Control team, provides statistical and performance feedback and coaching on a regular basis to each team member.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Collaborate with the management team to develop and adjust schedules to ensure adequate staffing.
• Handle escalation life cycle to ensure escalations are routed properly and timely until resolution.
• Provide advanced internal training and knowledge base articles for the team.
• Perform other duties as assigned.

You are a strong fit for this role if you have:

• Bachelor's degree in business, MIS, or related field or equivalent experience preferred but not required.
• 2 years of customer support/service experience preferred.
• Experience in managing people.
• Ability to multi-task, work under pressure, and meet tight deadlines.
• High level of strategic thinking to overcome problems.
• Strong ability to communicate clearly and concisely.
• Strong interpersonal and relationship skills.
• A high level of customer empathy.
• Strong ability to prioritize workload of self and others.
• Ability to demonstrate adaptability and flexibility in work products.
• Ability to remain professional when under severe pressure.
• Sound decision-making and judgment.
• Strong ability to prioritize and manage escalated issues.
• Accountable and results-focused.
• Displays core values when working with customers and peers.
• Ability to create and deliver advanced product training.
• Strong email etiquette and grammar.
• Ability to provide people development skills.
• Ability to identify and work with interdepartmental resources.
• Strong knowledge of Tier 1 and 2 technical competencies.
• Can identify and understand software bugs and issues.
• Understanding of module requirements and development processes.
• Understanding of triage and portfolio processes.

Benefits:

• Competitive salary
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
• 8 hours to volunteer and impact the community
• Comprehensive benefits (Health/Dental/Vision/ 401K)
• The work/life set up you need to be successful.