Customer Support Team Lead
4 weeks ago
About the Role
Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. We provide products and services to protect life's other most important assets: our homes and digital identities.
As a Customer Support Team Lead at Solera, you will be part of a period of positive change. We are re-organising our regional international teams into a functional organisation aligned to our vision of becoming "One Solera Customer Support Team, relentlessly focused on customer satisfaction."
This is an exciting opportunity to join the leadership team to facilitate and deliver this change, taking the Customer Support function to a better place.
Key Responsibilities
- Ensure that KPIs, SLAs and assignments are delivered above target
- Recruit, train and retain a skilled team of Customer Support agents across multiple languages
- Support the roll out of technology initiatives such as Salesforce Service Cloud ticketing and Genesys Cloud or NICE CXOne telephony
- Manage critical incidents, associated to customer communication, activities and any appropriate escalations;
What We Offer
We continuously simplify and improve what we do. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation.
For more information, please visit solera.com.
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