Customer Operations Team Leader

About Signal - Who are we?

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds, and defines who we are.

We are very excited to be expanding our global footprint to the vibrant city of Lisbon this year. This role will be one of our founding Portugal based employees.

About the role - Who are you?

We are looking for a Customer Service Team Lead. You will be a highly organised, driven and motivated individual, who can hit the ground running. You will have excellent interpersonal, organisational and stakeholder management skills, with the ability to drive teams to deliver high levels of customer satisfaction. Your background in support will enable you to assist Customer Service Analysts and end-users to troubleshoot problems and provide satisfactory resolutions to issues and queries alike.

The day to day responsibilities - What will you be doing?

The Support Team Lead will be the main go-to person in the organisation for all things customer-related. They will be tasked with the day-to-day running of the Customer Service desk and help manage a team of approximately 5 Customer Service Analysts.

Responsibilities include;

• Day-to-day running and leading of a team of Customer Service Analysts. Ensuring inbound tickets are picked up, worked on and completed within our target SLAs
• To be an expert on all things Signal AI technology related. Allowing you to be a power-user and therefore excellent troubleshooter of internal and external issues, as well as function as an effective partner to our tech, engineering and product teams
• Acting as the contact and final escalation point for external support matters, technical and operational matters, while liaising effectively with the relevant customers, internal teams or external partners
• Take responsibility for system issues both internal and external, while proactively seeking resolutions for customers. At the same time keeping them informed of progress, all while dealing with problems and complaints in a professional, calm manner
• Managing the rota of Support Analysts to ensure ample coverage throughout our on-call hours
• Analyse data related to customer interactions and use this data to prepare reports and analysis of where our processes and ways of working can be improved

Requirements

Knowledge, skills and experience - What does it take to be successful?

• Previous experience in a Senior Support role or Team Lead role
• Excellent organisational skills and the ability to multitask in a fast-paced and ever-changing environment
• Significant problem-solving skills and the ability to adapt to help with unhappy customers and provide timely resolutions
• Exemplary interpersonal, verbal communication and presentation skills while maintaining positivity across the team
• Customer-facing experience in a B2B environment is preferred.
• Able to use technical tools; Salesforce, Kibana, Jira, Intercom (or use of similar technical support tools and programmes)

Benefits

Benefits (Lisbon)

• Hybrid Working Environment - we have a hybrid remote policy with 2-3 days remote per week, plus Summer & Winter fully remote blocks wherever works for you, including abroad;
• Unlimited holiday entitlement;
• Lunch vouchers;
• Enhanced Maternity, Paternity and Dependents Leave policies;
• Access to free therapists via Spill.

Salary Range: €22,000 - €30,000