PartnerHero is hiring a
Database Tool Lead

Summary

The job is for a Lead on the Customer Support Team at PartnerHero, a company that connects talented people with innovative companies. The role involves providing support to customer service associates and working closely with managers and leads to improve customer support. The ideal candidate has at least 1+ years of experience as a Team Lead and relevant professional experience in managing inbound calls/tickets, sales associates, or customer service associates.

Requirements

• Minimum of 1+ years working experience as a Team Lead
• Minimum of 1+ years relevant professional experience in managing inbound calls/tickets, sales associates, or customer service associates

Responsibilities

• Working alongside peers in the CSA team and our partner teams to resolve customer questions and provide escalated support for issues requiring more profound knowledge & ‘hot’ customers
• Reviewing QA tickets, sharing feedback, and recommending learning materials to ensure the team is consistently and strongly resolving customer issues
• Helping onboard new team members and clarifying escalation paths for nuanced product support. Identifying repeat gaps in training and resources; helping close those gaps directly or in partnership with other team members
• Using your domain expertise and strong visibility into customer questions to synthesize customer feedback to promote customer experience improvements in partnership with Product, Marketing, CSM, and Support Content Ops
• Creating & curating best practices and identifying areas for operational improvement to help you and your peers work more effectively. Partnering with Customer Support Management and Operations to develop healthy distributed team norms and create processes to deliver consistently high-quality product support
• Ensuring the team you work with has the staffing it needs to meet SLAs and team KPIs as it responds to customers. Surfacing staffing limitations and partnering with the management team to hire and adjust schedules to fill gaps
• Providing weekly health updates and identifying team needs to partner with the Support Management team