Customer Support Center Team Lead

Northwoods Consulting Partners•Dublin, OH

53d

About The Position

The Customer Support Center Team Lead is responsible for overseeing day-to-day support operations and ensuring an exceptional customer experience. This role manages and evaluates key support functions, drives process consistency, and partners closely with cross-functional teams to improve workflows, resolve complex issues, and enhance overall customer satisfaction. The individual in this role is expected to maintain a deep understanding of the company's products, manage internal processes and resources, and support the training and development of new team members. Additionally, the Team Lead analyzes support trends, identifies opportunities for improvement, and presents clear business cases that help leadership make informed decisions about current and future support strategies.

Requirements

Bachelor's degree in Business, Communications, Information Systems, or a related field; Equivalent experience in customer support or technical support may be considered in lieu of a degree.
3-5 years of customer support or service desk experience, preferably in a software/SaaS or technical environment.
1-2 years of leadership experience, such as team lead, senior support specialist, or informal leadership/mentorship responsibilities.
Demonstrated experience with troubleshooting processes, customer communication, and support best practices.
Experience working cross-functionally with product, development, or implementation teams is strongly preferred.
Familiarity with ticketing systems, SLAs, and support metrics/KPIs.
Experience training or onboarding new team members is a plus.
Three plus years of IT operations or IT administration or IT support experience
Strong written and verbal communication skills, with the ability to convey information clearly, concisely, and with the intended impact.
Exceptional customer service abilities, including active listening, expectation-setting, and building effective, trust-based relationships.
Team leadership and coaching skills, including setting direction, delegating effectively, providing feedback, and fostering a sense of belonging.
Excellent interpersonal and relationship-building skills, with the ability to use tact, diplomacy, and diffuse high-tension situations.
Strong problem-solving and decision-making abilities, including clarifying issues, considering options, and acting decisively-even with limited information.
Ability to operate effectively in ambiguity, handling uncertainty, managing risk, and maintaining composure in fast-changing environments.

Responsibilities

Ensure customer requests are prioritized correctly and worked timely to meet team KPIs and customer SLAs
Monitor team performance and provide guidance and insights to the team and management
Acts as first level escalation point for more complex customer issues and inquiries
Train new hires and identify training needs for the team
Mentors and coaches team on troubleshooting, solution development, and customer communication best practices
Contribute and maintain internal knowledge bases and internal documentation
Promote knowledge sharing and consistency of support processes to keep knowledge up to date
Work cross-functionally with other departments to improve and strengthen processes and relationships
Work closely with development staff to prioritize and scope customer needs from development
Attend project closure meetings to facilitate transition from implementation to support
Research and suggest customer support best practices and implement accordingly
Other job-related duties as assigned

Benefits

Medical (includes H.S.A. option with employer contribution), dental, and vision insurance
Short- and long-term disability
Company paid basic life insurance
401(k) with 4% company match and immediate vesting
Free financial education and consultation
Wellness program that helps you earn lower premiums
Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
12 weeks fully paid parental leave
Up to $5,000 adoption fee reimbursement
$500 wellness reimbursement after 60 days of employment
Generous PTO policy and 10 company paid holidays
Company paid cell phone plan