Support Team Lead

About the company we're hiring for Currently:

The company is an information technology firm, and we do three things exceptionally well: cloud and network automation, digital transformation, and data protection. Double-digit growth year-over-year has driven us to grow our team and ensure we stay ahead of the curve.

Job Description:

Support Team Lead is responsible for leading and managing the Support Team to ensure customer satisfaction, retention, and revenue growth. This role will monitor team performance and ensure the excellent customer service is being provided with the efficient and effective resolution of customer queries and issues.

Key Responsibilities:

• Oversee the resolution of customer inquiries and issues via phone, email, and chat.

  
  

• Ensure all customer interactions are handled professionally and efficiently.

  
  

• Monitor and analyze support metrics to identify trends and areas for improvement.

  
  

• Manage and mentor a team of support agents, providing guidance and support.

  
  

• Handle complex customer issues and escalations, providing timely and effective resolutions.

  
  

• Liaise with technical teams to resolve critical issues that impact customers.

  
  

• Generate regular reports on support team performance, customer satisfaction, and key metrics.

  
  

• Use data-driven insights to make informed decisions and strategic improvements.

  
  

• Develop and implement standard operating procedures for the support team.

  
  

• Identify and address gaps in the support process to enhance customer satisfaction.

  
  

• Collaborate with other departments to streamline support-related processes.

  
  

• Conduct regular performance reviews and provide constructive feedback.

  
  

• Foster a positive and productive work environment.

  
  

• Ensure team and individual performance alignment through consistent and effective communication, goal setting, and performance assessments.

  
  

• Ensures that project/department milestones/goals are met.

  
  

• Organize training sessions for the support team to enhance their skills and knowledge.

  
  

• Stay updated with the latest industry trends and technologies and share insights with the team.

  
  

Qualifications and Skills:

• Bachelors degree in Computer Science, Information Technology or related field.

  
  
• Minimum 5 years of experience in Client success management for IT clients with proven track record of leadership and team management.

• Strong communication, leadership, and interpersonal skills.

  
  

• Strong knowledge of the ITIL processes.

  
  

• Strong knowledge of industry standards such as PCI, HIPAA, etc.

  
  

• Strong analytical and problem-solving skills.

  
  

• Ability to perform well in a fast-paced environment.

  
  

• Possesses and displays sound judgment, initiative, and flexibility.

  
  

Other Details:

Work Mode: Onsite - Full Time

Experience: 5 years

Days: Monday to Friday

Timing: Available to work afternoon to evening/night, 1pm-10pm

About HR Ways:

HR Ways is a Technical Recruitment Firm helping software houses and IT Product companies Internationally and Locally to find IT Talent. HR Ways is engaged by 150 + Employers ranging from the worlds biggest SaaS Companies to the most competitive Startups. Find out more at www.hrways.co