USA Customer Support Lead – BFS (5-11 yrs)
Responsibilities
– Manage the day-to-day operations
– Handle all internal issues and escalations. Also, provide status updates on these
– Monitor and review your teams metrics to improve functional and operational efficiency
– Identify and escalate issues efficiently and appropriately to management and across teams
– Prepare reports about your team’s performance and events/incidents
– Regularly collect feedback from the team validate them and fix problems. Escalate when necessary
– Identify the teams training and development needs, pass that on to the trainer
– Provide your manager with feedback about the team regularly
Requirements
– A passion for customer experience
– Exceptional communication and presentation skills
– Experience working with SaaS companies (preferred)
– Between 8 to 10 years of total experience with 3+ years of leadership experience
– An approachable and reliable person with great leadership and coaching skills
– Ability to clearly communicate goals and the direction they should be headed towards
– An effective listener who can also communicate feedback clearly and in a friendly way
– Flexibility to work in UK/US business hours and weekends
– Capable of being highly productive and independent in driving initiatives with minimal oversight from management
– A creative problem-solver, capable of making decisions when needed without relying on management