Customer Support Team Lead

1 dzień temu

Warszawa, Mazovia, Polska Equinix Poland Sp. z o.o. Pełny etat
Job Title: Team Lead, Global Service Desk

The Customer Support Team Lead is responsible for overseeing a team of customer support agents providing support in multiple languages. The Team Lead ensures high-quality service is delivered to customers while maintaining the team's operational efficiency.

Key Responsibilities:
  • Team Leadership:
    • Lead, mentor, and coach a team of customer support agents, ensuring their performance aligns with company goals and KPIs
    • Set clear team goals, monitor progress, and provide regular performance feedback
    • Foster a positive, collaborative team environment that promotes productivity and job satisfaction
  • Customer Support Operations:
    • Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively
    • Manage the workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs)
    • Handle escalated customer issues and complaints, ensuring they are resolved quickly and appropriately
  • Performance Monitoring:
    • Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution
    • Identify areas for improvement and implement strategies to optimize performance and team output
  • Training and Development:
    • Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles
    • Keep the team updated on new products, services, and procedures
  • Process Improvement:
    • Collaborate with the Manager and other departments to streamline processes, improve workflows, and enhance the overall customer experience
  • Reporting:
    • Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership
Requirements:
  • Proven years of experience in customer support, with some years in a supervisory or team lead role
  • Proficiency in multiple languages is an asset
  • Bachelor's degree in Business, Communications, or a related field preferred
  • Strong leadership and people management skills
  • Excellent communication and interpersonal skills
  • Ability to handle escalations and resolve complex customer issues
  • Data-driven with experience in performance analysis and reporting
What We Offer:
  • Employment in a stable company with an established position in the market
  • Possibility to work within a fast-growing world's 500 Fortune digital infrastructure company
  • Challenging job in a dynamic, professional, international and multicultural environment
  • Possibility to participate in company-sponsored trainings package
  • Employee Assistance Program – access to free counseling, legal and financial consultations, and crisis intervention
  • Paid employee referral program
  • Opportunity to work in a supportive, inclusive environment with a People-Centric Culture
  • Competitive salary and yearly bonus, as well as a well-defined career path shaped to the individual's career focus and priorities
  • Attractive benefits package

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