Customer Service Team Lead

We are looking for a Customer Service Team Lead for our Phoenix office!
As the Customer Service Team Lead, your primary responsibility is to ensure that the team operates cohesively towards achieving organizational goals while adhering to established guidelines. You'll play a pivotal role in instilling a customer-centric mindset within the team, emphasizing the importance of prioritizing customer needs and going above and beyond to resolve their issues.

Creating a positive work environment where team members feel valued, heard, and motivated is essential. This involves fostering open communication, providing individual support, and serving as a role model for exemplary customer service practices. Additionally, your hands-on involvement in handling customer inquiries demonstrates your commitment to supporting the team and maintaining service excellence.

Overall, your leadership will be instrumental in driving team performance, fostering a culture of customer satisfaction, and ensuring the team's alignment with organizational objectives.

Responsibilities:

Team Leadership:

• Serve as the operational representative for the region, advocating for the voice of the customer and actively participating in critical processes and policy changes.
• Lead and manage the customer service team, ensuring they have the necessary knowledge and resources to effectively address customer issues and deliver exceptional service.
• Facilitate ongoing training and development initiatives in collaboration with internal training and technical writing teams.
• Manage escalation processes, ensuring a seamless feedback loop internally and externally to address issues promptly.

Performance Monitoring and Improvement:

• Monitor team performance and provide constructive feedback to team members, fostering continuous improvement and development.
• Encourage the development and sharing of best practices within the team while challenging existing processes to drive innovation and growth.
• Foster a strong team atmosphere and positive culture that promotes collaboration, accountability, and excellence.

Customer Support Tasks:

• Provide timely assistance, advice, and technical information to customers, ensuring a positive and respectful customer experience.
• Identify and troubleshoot production-related incidents and problems, including system, application, or performance issues, employing a data-driven approach to resolution.
• Escalate and raise critical issues internally to ensure timely resolution and minimize impact on customers.
• Maintain high accuracy and attention to detail in documenting equipment and activities related to system operations.
• Document observed concerns and resolution methods accurately, facilitating efficient issue resolution and knowledge sharing.
• Enter all customer interactions into the ticketing system, tracking progress to ensure timely response and resolution while leveraging data for informed decision-making.
• Provide both on-site and remote support to clients, with occasional travel or on-site testing as required.
• Perform additional non-support duties based on experience and qualifications, such as testing TrackMan and related software and providing quality feedback to the QA department.
• Organize and prioritize assigned tasks to meet established schedules, deadlines, and service level agreements.

Requirements

Qualifications:

As a pivotal leader in our organization, your ability to effectively build and manage teams while embodying customer-centric values is paramount. You possess exceptional multitasking skills and understand the importance of streamlined organizational processes.

Key Requirements:

• Proven experience in customer service, preferably within a demanding industry, demonstrating a strong customer-focused approach aimed at ensuring satisfaction
• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely
• Meticulous attention to detail and a commitment to delivering consistent quality in all aspects of work
• Self-motivated and reliable individual with a track record of meeting commitments and exceeding expectations
• Proficiency in technical support and troubleshooting methodologies, with hands-on experience in resolving customer issues effectively
• Familiarity with ticketing systems and support workflows, preferably Zendesk, to facilitate efficient issue tracking and resolution
• Strong computer skills, including proficiency with Windows