Team Lead, Customer Care
Skills
Application SupportConflictContinuous ImprovementCustomer SuccessEmerging TechnologiesNegotiationOperations Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 5+ years of customer support technical support or customer care experience including mentoring coaching or leading peers
- Demonstrated ability to lead and develop a team in a fast-paced customer-facing environment
- Strong analytical and problem-solving skills with a track record of identifying trends and improving processes
- Effective communicator and conflict resolver comfortable delegating prioritizing and adjusting workload
- Experience supporting recruitment onboarding and career development activities for a team
- Working knowledge of MoD products or comparable transit paratransit software
- Comfortable operating with ambiguity and improving processes as the team and product evolve
- Bachelor's degree or equivalent combination of education and experience
Nice to have
- Hands-on leadership
- Collaborative
- Accountable
- Adaptable
- Customer-focused
- Process-minded
Day to day
- Lead and coach the Application Support Analyst team in a hands-on player-coach role.
- Own customer escalations end-to-end and resolve complex issues with timely clear communication.
- Coordinate workload prioritize daily support activities and partner cross-functionally to improve customer outcomes.