Customer Support Team Lead

May require occasional evening or weekend availability to address urgent customer issues.

• Coordinate training programs to onboard new team members and continuously enhance the skills of existing team members.
• Collaborate with cross-functional leaders with internal and external initiatives.
• Utilize relevant metrics to drive proactive issue prevention and continuous enhancement initiatives.
• Monitor and respond to customer escalations and facilitate incident management.
• Foster a positive, collaborative team culture focused on customer satisfaction and continuous improvement.
• Participate in the recruitment process for customer service representatives.
• Comply with performance evaluation systems, provide constructive feedback, and support career development paths for each team member.
• Conduct root cause analysis, implement procedural changes, and prevent recurrence.
• Foster a proactive support environment to prevent potential customer challenges.
• Oversee the resolution of customer issues, ensuring that problems are addressed promptly and effectively.
• Be an advocate of the customer, coordinating activities to deliver solutions and services throughout the organization.
• Infuse a customer-centric approach into the team's culture.
• Coordinate directly with stakeholders to ensure high-level customer satisfaction.

Ability to maintain a high degree of professionalism and confidentiality.

Ability to adhere to organizational policies and procedures.

Advanced written and verbal communication skills for training, emails, instructions, presentations, etc.

Demonstrated ability in people management and coaching skills.

Excellent analytical, logical, research, and problem-solving skills.

Customer-focused approach to problem identification and resolution.

Ability to positively interact with all levels of the company and with others outside the company.

Advanced knowledge of and ability to apply ERP System concepts; understand business process and accounting principles and procedures.

The Customer Support Team Lead position reflects a demonstrated competence in handling complex support issues and the proven ability to lead, train, and develop new and existing team members. The Supervisor executes the Manager of Supports’ practice vision of support services, including managing incoming support issues, ensuring that customer issues are handled in a responsive manner, and customers receive world-class support. The Supervisor facilitates onboarding new team members, continuing education, and monitoring the quality and timeliness of work completion. The Supervisor will assist with enhancing the operational accuracy and efficiency of current support operations. The Supervisor will seek to uphold and instill a high standard of accuracy, excellence, and market knowledge to staff.

College degree in Accounting, Business Management, Supply Chain Management, MIS, Project Management or equivalent work experience in similar roles or with similar duties.

Travel as needed, including business air travel and car rental.

Normal office environment with use of computers and telephone systems; no unusual physical demands.