Customer Support Team Lead

Profile

The Customer Support Team Lead is responsible for providing training, guidance, coaching, and direction for all other customer support specialists. Team Leads have mastered our platform, internal tools, and team processes. They live and act by a “customer first” mindset, and exude the attitude and behaviors of world-class customer service. The Team Lead will serve as the escalation point for team questions, process issues, and customer satisfaction concerns. This role also provides backup on the other core responsibilities of the support and QA team.

What you'll be doing:

Sets the standard for support team and individual performance – leading by example in all expected support team areas.

Provide regular reports and feedback on team and individual performance to management

Lead support team meetings and weekly stand ups

Serve as an escalation point for customer satisfaction and support issues.

Provide guidance and direction for customer issues and product questions that are unanswerable and unresolvable by other team members

Develop and maintain the onboarding and training program for new team members

Provide training, mentoring, and coaching for new and existing team members

Follow up on customer satisfaction issues and provide feedback to team members as needed

Take ownership of product issues affecting customer satisfaction and escalate via appropriate channels as needed

Gather and report on key support team and QA metrics

Provide backup for other core responsibilities of the support and QA team

Works as part of a high-performance support team to ensure that system enhancements and defect corrections work properly and meet the user’s requirements

Provide customer training and assist with implementation of JazzHR and JazzHR features

Maintain customer loyalty through integrity and accountability

Ensure compliance with standards, methodologies, and techniques

Constant communication with individuals at all levels within the organization

What you'll bring:

Ability to lead others by example in words and actions

A customer first and customer-focused attitude

2 years experience providing customer support through telephone, chat and email

2 years experience with SFDC or another CRM (Preferred)

Understanding of SaaS organizations and the HR Technology space

Exceptional verbal and writing communication skills

A four-year university or college degree or equivalent experience

4 years experience in software support or related experience

Ability to work autonomously

Ability to take undefined processes and define them

Create new and update existing documentation and provide training to other team members as needed

About JazzHR:

Since 2009, JazzHR has raised the bar in the recruiting software industry, with many of our innovations becoming industry-standard. We’re the first company to put powerful, yet easy-to-use recruiting software in the hands of startups, growing companies, and small businesses from all industries.

We’re called JazzHR because we feel it’s a powerful metaphor for the way our software breaks the rules of our industry. Jazz music doesn’t fit into a box. Jazz fans don’t fit in a box. Our company certainly doesn’t fit in a box, either! We're in constant pursuit of improvement. We're always developing new tools, features, and integrations to help over 7,000 businesses that trust us to help them recruit and grow their businesses.

JazzHR has offices in Pittsburgh, PA and Waltham, MA. Most recently, our team was named Company of the Year by the Golden Bridge Awards, a Leader in G2's Fall 2019 Reports and part of the Pittsburgh Business Times' 2019 Fast 50 List. JazzHR was also included on the Inc 5000 list of Fastest Growing Companies for the third year, chosen for TrustRadius's 2019 Top Rated Award and named a 2019 Rising Star by the ADP Marketplace. We're proud of our accomplishments - click here

to see more!

Our team is at the center of everything we do. If you want to contribute to a growing organization, be challenged, and see the results of your efforts, apply to one of our open positions today!

JazzHR is an equal opportunity employer. All employment decisions are solely based on business needs, job requirements and individual qualifications without regard to race, gender, religion, ethnicity, age or any other status protected by the laws and regulations where we operate.

Company info

The Resumator
Website : http://www.theresumator.com/