Team Leader Customer Support

Unit4

2d•Remote

About The Position

As a Customer Support Team Leader, you will play a pivotal role in leading and developing a high-performing team. Your mission will be to ensure exceptional customer support while fostering a culture of collaboration, growth, and continuous improvement.

Requirements

Experience in leading a geographically segregated team with demanding work schedules
Previous experience working as a Team Leader or Manager in a SaaS software business would be desirable
You like to interact & build relationships with people at all levels and can manage multiple priorities
Excellent data reporting, presentation, and communication skills
Clear focus on customers, performance, and results
High level of initiative and responsibility, self-reliant action
You have an excellent knowledge & grasp of the Customer Support Process

Nice To Haves

Knowledge on ERP / ERPx would be an asset
Knowledge or experience with ServiceNow
ITIL knowledge

Responsibilities

Lead and guide your team with strong, effective leadership.
Motivate, coach, and develop team members to achieve their full potential.
Prioritize support cases in line with agreed parameters to ensure efficient resolution.
Take ownership of customer escalations, resolve issues promptly, and perform root cause analysis.
Monitor and report on team performance, identifying areas for improvement and implementing corrective actions.
Conduct 1:1 reviews, support personal development plans, and oversee monthly and annual performance reviews.
Manage outstanding customer support cases, ensuring up-to-date resolution plans for aged cases.
Plan and manage team resources to meet forecasted demand, adjusting for changes in workload or team availability.
Lead or participate in hiring processes, including onboarding and induction for new team members.
Collaborate across teams and departments to resolve customer issues spanning multiple areas.
Support the transition of Unit4 to a SaaS company by participating in initiatives and driving improvements.
Promote a culture of continuous improvement, tracking and measuring success.
Drive the achievement of SLA and KPI targets, setting and communicating SMART objectives.
Ensure compliance with company policies, procedures, and ISO/BS standards, including information security requirements.