CUSTOMER SUPPORT TEAM LEAD – Service Management Group 384 views

SMG is an enterprise-level experience management (XM) provider that offers a software with a service (SwaS) solution—uniquely combining SaaS technology with hands-on professional services to help organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. By delivering insights across the enterprise and measuring experiences at every touchpoint, our differentiated partnership model helps clients change the way they do business.

We are seeking a highly skilled and experienced Customer Support Team Lead to be a part of our team. Customer Support Team Lead will act as the technical expert and will be responsible for identifying and removing any blockers that may hinder the team’s productivity. They will also be responsible for developing cross-functional relationships with other peer teams and leads within the organization to prioritize and solve complex problems.

SMG embraces our collective differences as human beings. We celebrate diversity and create an inclusive work environment in which all employees experience belonging, have their unique needs respected and met, have equal access to opportunities and resources, and feel fully engaged to contribute to our clients’ and our company’s success. In this critically important leadership role, you will help ensure we continue to create that associate experience across tens of countries and hundreds of cities.

Your day to day work: 

• Be the technical expert for the team, providing guidance and support to team members.
• Identify and remove any blockers that may hinder the team’s productivity.
• Handle escalations as the first contact and face of the team for all internal and external customers.
• Monitor the queue, handle assignments and reassignments based on real-time organizational goals and priorities.
• Continuously evaluate and improve team processes to increase efficiency and productivity.
• Provide proactive communication tailored to the audience (external customers, internal customers, stakeholders, ELT members, etc.)
• Identify and highlight patterns that may become problems and develop strategies to address them.
• Run the 1:1 about quality and ticket solving and weekly team meetings.
• Identify improvement opportunities and potential strategies for the team and organizational goals.
• Collaborate with other teams and leads to ensure seamless customer support experience.
• Ensure team members adhere to company policies, procedures, and guidelines.
• Self-manage and prioritize tasks to ensure timely and effective resolution of customer issues.

• Bachelor’s degree or equivalent work experience required
• Minimum 3 years’ experience as a Customer Support or equivalent work
• Proven track record in a support role focused on prioritizing work and providing solutions
• Able to self-manage and prioritize tasks to ensure prompt and effective resolution of customer issues
• Proven experience adapting to technology, synthesizing that knowledge and implementing solutions quickly
• The ability to break down technical solutions to a non-technical audience
• Strong customer service skills (written and verbal)
• Comfortable in a role providing quick solutions over many products.
• Excellent command of English

Ideal Candidate Location: This is a remote position. You can work from anywhere. 

The highest performing individuals in this job demonstrate these behaviors:  

• Communicates Effectively: Listens to and confirms the ask carefully, sets expectations with all involved while leveraging a broad range of communication styles to express written/verbal messages (A)
• Solves Problems: Assesses the situation with accuracy and arrives at a positive solution. Considers a wide range of implications and their impact when solving problems (A)
• Ensures High Quality: Checks all work and consistently produces work that is accurate, complete, and free from errors. (A)
• Foster Collaboration: Work with others to strengthen relationships and achieve goals (A)
• Advance Work Processes: Evaluate current processes and procedures to identify opportunities for improvement. Propose and implement ways to gain efficiency and improve work quality (P)

Behavior Proficiency Scale:

• Each job at SMG has key behaviors or soft skills important for success in your role.
• These behaviors are assigned a proficiency rating that identifies the level you should be performing against them.

Developing (D)  

• Possesses minimal exposure or knowledge of the skill or behavior
• Needs significant guidance, assistance, or resources to perform the skill or behavior
• Recalls facts and basic concepts of the skill or behavior

Basic (B)  

• Possesses some exposure or knowledge of the skill or behavior and begins demonstrating
• Needs some guidance, assistance, and resources to perform the skill or behavior
• Explains ideas or concepts of the skill or behavior

Proficient (P)

• Possesses moderate exposure of the skill or behavior and effectively demonstrates the skill or behavior
• Needs limited guidance, assistance, and resources to perform the skill or behavior
• Applies ideas or concepts of the skill or behavior

Advanced (A)  

•   Possesses significant exposure of the skill or behavior and effectively performs the skill or behavior consistently, frequently
• Performs the skill or behavior independently and mentors others
• Connects ideas or concept of the skill or behavior across lines of business

Skilled (S)  

Possesses significant exposure of the skill or behavior and demonstrates the skill or behavior consistently above and beyond expectations

Performs the skill or behavior independently and influences others

Connects ideas or concepts of the skill or behavior strategically and across multiple lines of business and leads others