Customer Support Lead
About The Position
This critical position is responsible for leading a team of Client Services Representatives (CSRs). The Team Lead ensures thorough and professional service delivery via account teams that consistently exceed the customers' expectations. The Team Lead is the customer's advocate within Kastle and is responsible for ensuring that all aspects of our service model are completed accurately and in a timely manner for assigned customers. Requires broad engagement with all functions within the organization, ability to influence, and prioritize work. Responsibilities include the development, coaching, mentoring and management of CSRs and their work.
Requirements
- Bachelor's degree or equivalent combination of education and experience
- At least two years’ experience in a position focusing on building and maintaining productive client partnerships
- Strong attention to detail and accuracy
- Excellent communication skills, both written and verbal
- Excellent organizational skills
- Desire to provide excellent customer service and demonstrate initiative
- Proficiency in Microsoft Office
Responsibilities
- Work closely with Kastle customers to ensure successful system operation
- Work closely with customers and Client Service Representatives to ensure customer satisfaction and fast problem resolution
- Coordinate involvement of any/all Kastle employees and resources to meet customer expectations and objectives
- Leads timely resolution efforts that best address customers’ needs
- Answer direct and escalated client phone calls in a timely manner
- Interview, coach and develop Client Service Representatives
- Prioritize and delegate work
- Engage directly with clients via email and phone
- Train customers on effective use of Kastle systems
- Monitor and report and escalate customer activity per expectations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
