Team Lead, Kanopy Technical Support

This position will require you to be in the Greater Cleveland, OH Area 
We are presently in a hybrid schedule, 2 days on campus and 3 days WFHThe Team Lead's responsibilities include for the continual support and enablement of the Product Support team’s mission to help partners increase awareness, usage, and satisfaction with OverDrive products. Responsibilities:    

• Serve as a next-level escalation point for complex customer issues and questions.
• Provide input to manager on hiring, performance, and other personnel decisions.
• Contribute to annual review cycle of Product Support team members.
• Approve schedules and timecards of Product Support team members.
• Coordinate new team member onboarding, training, and ongoing support.
• Recommend professional development and provide job coaching to evolve a high-functioning team.
• Create and maintain team Salesforce reports and dashboards to track KPIs.
• Collaborate with the Product Liaison to support Product Support team adoption and training on new products.
• Contribute input on goal setting and prioritization for the Product Support team.
• Represent OverDrive at key national events.
• Build and maintain cross-team partnerships.
• Demonstrate by example and encourage collaboration between Product Support Specialists, Account Managers, and Content Specialists to ensure the best customer experience for partners in each territory.
• As a member of the leadership team, demonstrates thorough decisions, actions and words in commitment to OverDrive’s mission and our sustainability and community outreach initiatives.

Requirements:    

• Bachelor’s Degree in related field.
• Outstanding customer service and product support skills.
• Excellent communication skills. Courteous and professional.
• Exceptional organizational skills. Strong sense of initiative and attention to detail.
• Strong problem-solving skills. Tolerance for ambiguity and rapidly shifting priorities.
• Ability to synthesize information from multiple sources and explain complex concepts in a simple way.
• Skilled in leadership, coaching, and collaboration.
• Skilled in clearly identifying and addressing customer needs (internal and external).
• Seeks opportunities to develop professional skills.
• 5+ years’ of related experience.

What’s Next:   As you’ve probably guessed, OverDrive is a place that values individuality and variety. We don’t want you to be like everyone else, we don’t even want you to be like us—we want you to be like you! So, if you're interested in joining the OverDrive team, apply below and tell us what inspires you about OverDrive and why you think you are perfect for our team.  
OverDrive values diversity and is proud to be an equal opportunity employer.   #LI-DNI