Team Lead, Client Support

Job Description Job Purpose ICE Data Services, a leading provider of financial market data, is looking for a dynamic and highly motivated Lead Client Support Specialist to join our fast-growing team. This position is an integral part of our global front line customer support team focused on providing a high level of technical support and customer services to ICE Data Services clients globally. Troubleshooting client inquiries where required and working closely with all internal teams and stakeholders until resolution. The Lead Client Support Specialist is responsible for guiding and overseeing a team to achieve team and individual goals while delivering high quality results to our clients. The ideal candidate will have a mix of strong technical skills, communication skills, and client facing experience along with a background or interest in the financial markets. Key responsibilities include working with global clients and our global client support teams on a wide variety of tasks critical to supporting our customers. Responsibilities Lead and oversee a team of Support Specialists, providing guidance, training, and coaching as needed. Monitor team performance and KPIs, such as response time, resolution rate, and customer satisfaction. Lead, mentor, and support team members to enhance performance and professional growth Recognize and reward outstanding performance and contributions from the team members Facilitate effective communication with the team and with external stakeholders such as our sales staff, Product Development, QA, and clientele Provide exceptional overall experience for clients using time-sensitive, mission critical data and applications. Including educating clients on information technology issues/services Provide operational support to global client support teams by assisting in key workflows and initiatives Provide case status updates to management and end users, as well as mitigate future recurrences through post-mortem analysis Ensure up to date documentation of policies, procedures, and work processes periodically. Implement standard operating procedures and customer service guidelines Escalate issues with internal groups to resolve issue with urgency, when applicable. Establish and maintain effective relationships with counterparts in assigned areas, such as operating systems, applications, mobile devices, new technologies and communications infrastructure Handle inbound customer queries in a professional manner with attention to detail, timeliness, and consistency Thoroughly diagnose technical problems and communicate solutions to customers Provide backup assistance to peers when needed. Flexibility to expand and take on additional responsibilities or tasks as business needs dictate Knowledge and Experience Bachelor s degree or equivalent experience, information systems preferred 5+ years of service flow experience or CRM ticketing system Strong organizational and time management skills. Capable of prioritizing multiple tasks, working effectively with little or no direction Excellent verbal, advanced listening, and written English language skills. Formal meeting organization and facilitation skills Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional. Ability to methodically breakdown a process or issue by asking critical, thoughtful questions to identify best solution to mitigate impact At least 5+ years of client support experience 5+ years of subject matter expert experience, preferred. Ability to work in a fast-paced environment and meet daily deadlines Strong analytical and problem-solving skills with attention to detail and follow-up. Advanced analytical skills and ability to perform system analysis Ability to effectively communicate, collaborate and build relationship with peers, co-workers and management personal from different countries and diverse background Working knowledge of at least one of Salesforce, ServiceNow, MS Office Knowledge of financial markets and market data terminology Schedule This role offers work from home flexibility of one day per week.