Technical Shift Lead

Shift Lead, Customer Support

Job Summary: As a Customer Support Shift Lead, you will be responsible for overseeing and managing the day-to-day operations of our Customer Support team. This role requires a proactive leader with excellent communication skills and a passion for delivering exceptional customer service. The ideal candidate will have experience in resolving both internal alerts and client tickets, ensuring timely and effective solutions. You will play a pivotal role in maintaining a positive working environment and fostering a customer-centric culture within the team.

Responsibilities:

Team Leadership:

• Lead and motivate a team of customer support representatives to achieve performance
• targets.
• Provide guidance and coaching to team members for continuous improvement.
• Foster a collaborative and positive team culture.

Ticket Resolution:

• Oversee the resolution of both internal alerts and client tickets in a timely and efficient manner.
• Ensure that customer support representatives address customer inquiries and issues effectively.
• Monitor ticket queues to maintain optimal response and resolution times.

Quality Assurance:

• Implement and maintain quality assurance standards for ticket resolution.
• Conduct regular audits to assess the quality of customer interactions.
• Provide feedback and coaching to team members to enhance performance.

Communication:

• Collaborate with other departments to address escalated issues and coordinate solutions.
• Communicate updates and changes in processes to the customer support team.
• Act as a point of contact for both internal stakeholders and clients.

Reporting and Analysis:

• Generate regular reports on ticket resolution metrics, team performance, and customer feedback.
• Analyze data to identify trends and areas for improvement.
• Make data-driven recommendations for process enhancements.

Training and Development:

• Conduct training sessions for new hires and ongoing professional development for existing team members.
• Keep the team updated on product/service knowledge and industry best practices.

Customer Satisfaction:

• Monitor customer satisfaction scores and implement strategies to improve customer experience.
• Address and resolve escalated customer issues to ensure high levels of satisfaction.

Qualifications:

• Proven experience in a customer support role, with at least 8 years in a leadership or supervisory position.
• Proven experience in SQL, database troubleshooting.
• Hands on experience with scripting using python
• Strong problem-solving skills and the ability to make decisions in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Familiarity with customer support ticketing systems and Jira-related tools.
• Ability to analyze data and generate meaningful reports.
• Proactive and positive attitude with a commitment to delivering exceptional customer service.
• Flexibility to work in shifts, including evenings and weekends.

Education:

• Bachelor's degree in Computer Science or equivalent work experience.
• If you are a dynamic leader with a passion for customer service excellence, we invite you to apply for this exciting opportunity to lead our Customer Support team. Join us in creating a positive and efficient support environment for both our internal teams and valued clients.