Customer Support Team Lead

2 tygodni temu

Warszawa, Mazovia, Polska Equinix Pełny etat

About the Job

The Customer Support Team Lead is a key role in our organization, responsible for overseeing a team of customer support agents providing support in multiple languages.

Key Responsibilities

  • Lead, mentor, and coach a team of customer support agents to ensure 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.
  • 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.
  • 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.
  • Conduct regular one-on-one meetings and performance reviews with team members.
  • 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.
  • Develop and update team training materials as needed.
  • Collaborate with other departments to streamline processes, improve workflows, and enhance the overall customer experience.
  • Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership.
  • Analyze trends in customer feedback and provide insights for continuous improvement.

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 is 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.
  • Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications.

About the Company

Equinix is 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.

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 including sharing the costs of sports activities, private medical care, sharing the costs of professional training and courses, life insurance, integration events, no dress code, coffee/tea drinks, and employee referral program.

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