Customer Success Team Lead

**Customer Success Team Lead - Technical Support (Nightshift)**

With the largest and most flexible catalogue of learning content on the market we deliver a highly customised learning experience, at a fraction of the cost of a bespoke project. We support organisations globally with their training blend, including personalised learning, gamification and AI-driven performance support.

Due to the continuing growth of our business, Learning Pool is seeking to recruit Customer Success Executives to our team in Derry. Our Customer Success team is the jewel in our crown so these roles will be filled with people who have a real passion for customer satisfaction, understand and are excited by technology and want to grow their careers.

**About the role**

The team respond to queries from our growing customer base, understanding what the customer is trying to achieve and making this happen for them. This role will involve providing a service to our global customers. Our Success Team must have a technical curiosity, being able to demonstrate a positive and optimistic approach to troubleshooting customer queries in a customer focused environment. They will offer assistance to our learners in accessing our platforms, being able to navigate and assist learners in participating in relevant learning.

The Customer Success Team Lead will lead a team of Technical Customer Success Executives to ensure the smooth running of the service provided to our customers during our extended hours. The team will be working Monday to Sunday so the Team Lead will work on a rota basis to ensure that there is 7 day coverage. The shift rotation will cover a 4 nights on/4 nights off pattern.

This role attracts a nightshift premium, with a full time salary of up to £32,000.

**What you will be doing**

Roles and responsibilities include:

- Giving direction and training to the team
- Carrying out monthly performance reviews
- Call coaching activity to maintain the expected excellent quality of service
- Manage the team rota to ensure adequate coverage
- Using technical knowledge and problem solving skills to assist the System Administration and Quality Assurance teams with identifying and helping to resolve wider system or product issues that occur out of regular hours
- Following the agreed processes to resolve and/or escalate customer support tickets in line with our Service Level Agreement
- Able to diagnose and solve problems quickly and calmly
- Develop excellent product knowledge by attending in-house training, completing self-paced learning on the Learning Pool Academy, reading weekly product release information
- Work as part of a high performing team to demonstrate the Learning Pool Values to both customers and colleagues

**Who we are looking for**
- Enthusiasm for leading and growing a team: You will be excited about helping your team grown to achieve both their personal goals and to meet the expectations of our customers
- Passion for excellent customer care: You will be focused on helping our customers, always look to do the right thing for them and will coach and develop your team to do likewise
- Communication skills: You should be comfortable communicating in writing and verbally with both colleagues and customers.
- Tech savviness: You will have excellent IT skills and a curiosity to understand how the technology works. An IT qualification would be an advantage. There will be enhanced technical training involved in this role to empower the Team Lead to holistically support the customers out of regular UK business hours.
- Excellent organisation skills: You will be well organised and be able to manage your time, planning effectively for the time to manage their time too
- Eye for detail: You'll need fantastic attention to detail and accuracy in all that you do
- Calm under pressure: You will be level headed and comfortable working in a busy high-paced environment and this will be reflected in how you lead your team
- Positive approach: You will have a professional, collaborative and can-do attitude towards colleagues, customers and ways of working

**Working at Learning Pool**

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with our customers. One that makes a real difference with a 98% customer recommendation rate. With over 400 people across seven offices, we are a full-service online learning provider, offering off the shelf and custom content, learning platforms and analytics to over 1,100 organisations and 5 million learners around the world.

Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards. In addition, the Group is the only Strategic Leade