Technical Customer Support Team Lead

1 week ago

London, Greater London, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full time

As a Technical Customer Support Team Lead at ACCS - ARES Customer Care Solutions GmbH, you will be responsible for overseeing the efficient management of your assigned support team and ensuring the overall management of the support queue aligns with other team managers.

The Technical Customer Support Team Lead reports to the regional Director of Global Support and is expected to be in the office on a regular basis to perform duties due to the transactional nature of this role and intense interaction with team members.

Key Responsibilities:

  • Align day-to-day team activities with overall Global Support and Customer Excellence strategies
  • Communicate and operationalize Global Support metrics and goals at the local support team level
  • Manage day-to-day operations of your team, including performance management, capacity management, and team scheduling
  • Drive team performance and quality by leveraging and continually improving our Support Quality Framework
  • Participate as a member of the Support Leadership team by assisting with process and systems improvement efforts
  • Work with individual team members to actively coach and build team member development plans, and when needed, performance plans
  • Collaborate with our Enablement Team and Launch Pad (Support Learning) team to ensure new team members are onboarded and contributing quickly
  • Provide a primary escalation point for customers and internal stakeholders for support-related issues
  • Ensure team performance relative to Support SLA, Customer Satisfaction and Response/Resolution related goals
  • Identify support trends and opportunities for improvement and partner with support leadership on improvement plans
  • Manage the closed-loop customer satisfaction feedback program for your support team
  • Collaborate with our Product & Engineering teams to identify and resolve customer issues
  • Communicate Support strategy and performance updates to internal teams
  • Update customers on Mimecast's Support Road Map
  • Work with members of Customer Excellence, Product & Go-to-Market leadership to continually refine and improve the customer experience we offer

Requirements:

  • 2-4 years of Support leadership experience
  • An emphasis on customer satisfaction and the ability to remain calm under pressure
  • Demonstrated crisis management skills, including the ability to set priorities and pursue multiple threads at the same time

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