Customer Support Manager
2 weeks ago
As a Customer Support Team Lead, you will be responsible for providing technical, policy, and procedural guidance to the Application Analysts and Specialist on the team. The Team Lead should have intimate knowledge of all CS process and procedure. Daily, the Team Lead will be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being scrubbed and assigned in a timely manner. The Team Lead will be responsible for balancing the team’s workload, reassigning tickets as needed due to PTO and scheduled trainings. The Team Lead should be organized, attentive to details, and meet all our department goals and metrics. The Team Lead informs their Manager of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues to ensure consistent, high quality service.