Customer Support Team Lead

Summary

Join Lone Wolf Technologies, a leading real estate software company, as a Customer Support Team Lead. You will lead a team of 10-15 employees in a remote work environment, focusing on developing a high-performance team and promoting exceptional customer satisfaction. Your responsibilities include analyzing call center reports, managing resources, coaching direct reports, onboarding new staff, evaluating processes for improvement, and maintaining relationships with cross-departmental teams. You will also manage escalations from internal and external sources. The ideal candidate will have 2-3 years of experience in customer support, experience leading a team, and advanced analytical, coaching, and listening skills. Post-graduate education is preferred but not required.

Requirements

• 2-3 years of experience in Customer Support, experience leading a team preferred
• Ability to manage a team of 10-15 employees in a remote work environment
• Advanced analytical skills
• Advanced coaching, development and listening skills
• Excellent communication skills to help forge meaningful relationships
• Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly
• Ability to prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team
• Detail-oriented nature to help identify opportunities to improve processes
• Ability to speak, read and write fluently in English is required
• Proficient in Microsoft Office applications (Outlook, Excel, Sharepoint and Word)

Responsibilities

• Create high performance environment for team members
• Analyzing and interpreting call center reports, managing resources to meet team KPIs
• Proactively communicate trends and internal and external pain points based on data analysis
• Coaching direct reports through one on ones to meet their personal and professional goals
• Onboarding new staff ensuring they are set up for success
• Evaluating processes for continuous improvement and coordinating for betterment of the process
• Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product
• Manage escalations from internal and external sources

Preferred Qualifications

• Experience in working in a SaaS type company is preferred but not required
• Post graduate education is preferred but not required