Technical Support Team Lead

Company Description

Take a seat on the Clearent by Xplor rocketship and join us as an Technical Support Team Lead in the United States to help people succeed across the world.

From dropping your kids off at childcare, getting something at home repaired, going to the gym or a fitness studio, to picking up your dry cleaning — our software, payments, and commerce-enabling solutions help everyday life businesses to overcome obstacles and form great relationships with their customers.

Job Description

JOB  DESCRIPTION

The Support Team Lead proactively participates within and leads your queue toward reaching service level goals. Execute leadership over your queue rooted in a culture of engagement, excellence, and focused on building relationships with our customers and with each other. Ensure our front-line reps have everything they need to be successful and for Xplor to provide industry leading support to help Xplor be the most recommended payment processor for merchants. 

OUTCOMES

1. Own the success of a given Queue (Queue Captain) 

• Assist team to meet or exceed service level target, maintain transfer rate, abandon rate, solid CSAT scores above, and high 1st call resolution. 

• Work with supervisor/manager to proactively ensure capacity needs (all shifts) are staffed appropriately 
• Work with supervisor/manager to proactively ensure schedules are communicated in advance to reps/leads 
• Assist in taking calls, working emails, responding to Slack request, to ensure goals are met. 

• Help ensure strong communication and closing the loop on requests and escalations. 

2. Lead and Empower your team to reach success individually 

• With supervisor, help reps in areas of opportunity for continuous improvement 
• Understand and utilize reps strengths to grow the greater teams’ abilities 

• Helps supervisor maintain a culture of engagement and high ownership reps for high productivity 
• Ensure reps have what they need to handle 99%+ issues confidently 
• Help supervisor identify knowledge and process gaps within team/queue 
• Be a subject matter expert in your area of expertise 

3. Contribute to Clearent’s overall support success 

• Maintain a proper balance of priority between queue time and strategic initiatives. 
• Assist supervisor to execute and provide visibility into call center projects 
• Effectively handle complex escalations from ISO partner, ISV partner, Large merchant 
• Understand Xplor’s strategy and consider in day-to-day decisions 

• Establish high trust relationships with all operations support teams for escalations/transfers 
• Acts as a role model and example to others

SPECIFIC COMPETENCIES FOR THIS ROLE 

Forward Thinking 

Anticipates how individuals and groups will react to situations and information and plans accordingly. Anticipates the consequences of situations and plans accordingly. Notices trends in the industry or marketplace and develops plans to prepare for opportunities or problems. Anticipates possible problems and develops contingency plans in advance. 

Adaptability 

Adapts to new ideas and initiatives across a wide variety of issues or situations. Adapts interpersonal style to highly diverse individuals and groups in a range of situations. Supports major changes that challenge traditional ways of operating. Anticipates change in order to adapt own plans and priorities. 

Open & Transparent Communication 

Recalls others' main points, taking them into account in own communication. Checks own understanding of others' communication (e.g., paraphrases, asks questions). Elicits comments or feedback on what has been said. Maintains continuous, open, and consistent communication with others. 

Drivers Performance 

Maintains commitment to goals in the face of obstacles and frustrations. Finds or creates ways to measure performance against goals. Has a strong sense of urgency about solving problems and getting work done. Creates momentum and drives behavior change when necessary. 

Fosters Teamwork 

Assumes additional responsibilities to facilitate the achievement of team goals. Seeks input from other team members on matters that affect them. Shares all relevant information with others. 

Technical Expertise 

With little guidance, completes common tasks, which present limited difficulties. Reads documents to extract key information. Assists team in carrying out complex tasks. 

Managing Change 

Personally, develops a new method or approach. Proposes new approaches, methods, or technologies. Develops better, faster, or less expensiv