Customer Support Lead
Valsoft Corporation
•Onsite
About The Position
This role involves leading a customer support team, troubleshooting complex issues, serving as an escalation point, and ensuring service level agreements are met. The lead will coordinate workload, facilitate daily operations and meetings, and act as a primary point of contact for various support functions. They will also mentor team members, conduct quality reviews, identify trends for process improvement, and collaborate with other teams to enhance customer outcomes. Additionally, this role includes supervisory responsibilities such as assisting with hiring, performance reviews, and managing time-off requests.
Requirements
- Advanced knowledge of Alliance products and support processes.
- Demonstrated ability to lead and mentor peers.
- Strong customer service and conflict resolution skills.
- Ability to manage competing priorities and make sound operational decisions.
- Ability to analyze support trends and identify improvement opportunities.
- Strong written and verbal communication skills.
- Ability to work independently with minimal supervision.
- Ability to collaborate effectively across departments.
- Proficiency in Microsoft Office, Teams, and support management systems.
Responsibilities
- Troubleshoot complex support issues involving proprietary case management systems and related technologies.
- Serve as the primary escalation point for advanced customer support issues.
- Monitor support queue health and case movement to ensure contractual service level agreements are met.
- Coordinate workload distribution and prioritize support activities across the team.
- Facilitate daily support operations and assist with coverage planning.
- Lead and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and progress toward support objectives.
- Serve as the primary Customer Support representative and point of contact during Support Triage meetings.
- Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability.
- Monitor team capacity and make recommendations regarding work assignment and prioritization to maintain service level commitments.
- Lead customer meetings and internal discussions requiring advanced product or technical expertise.
- Identify trends, recurring issues, and opportunities for process improvement.
- Provide day-to-day leadership and guidance to Customer Support Specialists.
- Mentor and coach team members on technical skills, customer service practices, and case management.
- Conduct peer reviews and quality assurance reviews of support cases.
- Assist with onboarding and training of new support staff.
- Identify training opportunities and coordinate knowledge-sharing activities.
- Support employee development by providing feedback and recommendations to department leadership.
- Serve as a resource for team members requiring assistance with complex cases.
- Develop and maintain support procedures and best practices.
- Recommend improvements to support workflows, tools, and customer communication processes.
- Collaborate with all Alliance teams to improve customer outcomes.
- Assist in the development and delivery of support training initiatives.
- Identify and communicate customer-impacting issues proactively.
- Serve as the primary point of contact for the Support Script Approval Process.
- Review, coordinate, and track approval of support scripts, customer communication templates, and related support content to ensure consistency, accuracy, and adherence to organizational standards.
- Assist HR and Department Heads to review resumes, conduct interviews, and assess candidates for their skills and alignment with team goals.
- Coordinate with Department Heads on performance reviews for team members, providing constructive feedback and guidance for professional development.
- Document performance concerns, initiate corrective actions and work closely with HR to implement disciplinary measures when necessary.
- Review and process time-off requests, considering team workload and staffing requirements.
- Coordinate daily team activities and provide work direction and guidance.
- Assist with onboarding and training activities.
- Make recommendations regarding process improvements and staffing needs.
Benefits
- Health care benefits
- Insurance benefits (e.g., vision, dental, life, disability)
- Retirement benefits (e.g., 401(k))
- Paid time off
- 11 Paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
