Customer Support Team Lead

4 weeks ago

Sheffield, United Kingdom Coordinate Sport Full time

Coordinate is software designed with sports and activity providers in mind. We already work with some of the leading Sports Activity Providers, Bikeability and Sports Foundation Trusts across the UK.

Do you have experience leading people in a software company support team? Are you passionate about building strong customer relationships and driving customer satisfaction? Do you excel in providing exceptional support and resolving tickets?

We are seeking an experience Support Team Lead to join our team and lead our efforts in ensuring our customers' success and happiness.

**Essential Duties and Responsibilities**:

- Provide leadership, guidance, and mentorship to a team of support representatives
- Foster a positive and collaborative team environment that encourages professional growth and development
- Manage and schedule the support team's workload to ensure adequate coverage and efficient ticket resolution
- Assist team members in resolving complex technical issues, including troubleshooting software issues and providing solutions to customers
- Handle escalated customer support cases effectively and professionally
- Stay up-to-date with the company's software products and industry trends to provide knowledgeable support
- Ensure a high level of customer satisfaction by delivering exceptional support and maintaining a friendly and helpful demeanor
- Manage and update support systems including Zendesk
- Share knowledge and best practices with the team to enhance overall support capabilities
- Become a product expert and issue fixer
- Collaborate with other teams, including product, implementation, customer success and engineering teams, to identify and resolve customer issues
- Document customer issues and provide detailed feedback to the product team for continuous improvement
- Provide training and support to customers on how to use the product

**Goals**:

- Continuously improve customer satisfaction scores and feedback by providing high-quality support
- Enhance the productivity and efficiency of the support team by setting and achieving performance goals
- Develop and maintain a comprehensive knowledge base to reduce customer inquiries and improve self-service options
- Facilitate ongoing training and development programs for the support team to keep them updated on product enhancements and industry trends
- Effectively manage and resolve escalated support cases, ensuring customer issues are addressed promptly

**Knowledge, skills and abilities**
- Must have support lead experience working in a software (SaaS) company serving customers in a B2B model
- Proficiency in using support ticketing systems and customer relationship management (CRM) tools
- Familiarity with software development processes and methodologies
- Exceptional leadership and team management skills
- Excellent communication and interpersonal skills both facing customers and colleagues
- Strong problem-solving and analytical abilities
- Ability to multitask, prioritize, and meet deadlines in a fast-paced environment
- Strong negotiation skills to find mutually beneficial solutions to conflicts
- Should be skilled in handling conflicts or disputes that may arise, working toward amicable resolutions
- Ability to remain calm and composed in high-pressure situations

If you're excited about the prospect of working with customers in a growing dynamic company and helping our customers achieve their goals, we encourage you to apply.

Join us in this pivotal role and contribute to the success of both our customers and our business.

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