Customer Support Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose intricate support challenges related to proprietary case management systems and associated technologies.

• Act as the main escalation point for complex customer support issues.

• Oversee the health of the support queue and the movement of cases to ensure compliance with contractual service level agreements.

• Manage the distribution of workloads and prioritize support tasks within the team.

• Facilitate daily support operations and assist in planning for coverage.

• Lead and conduct daily Support Scrum meetings, ensuring team members share priorities, obstacles, escalations, and progress towards support goals.

• Represent Customer Support as the primary contact during Support Triage meetings.

• Coordinate follow-up actions from Support Triage discussions, ensuring proper ownership and accountability.

• Monitor team capacity and provide recommendations on work assignments and prioritization to uphold service level commitments.

• Lead customer meetings and internal discussions that require advanced product or technical knowledge.

• Identify trends, recurring issues, and opportunities for enhancing processes.

• Offer daily leadership and guidance to Customer Support Specialists.

• Mentor and coach team members on technical competencies, customer service practices, and case management.

• Conduct peer and quality assurance reviews of support cases.

• Assist in the onboarding and training of new support personnel.

• Identify training opportunities and coordinate knowledge-sharing initiatives.

• Support employee growth by providing feedback and recommendations to department leadership.

• Serve as a resource for team members needing assistance with intricate cases.

• Develop and uphold support procedures and best practices.

• Suggest enhancements to support workflows, tools, and customer communication methods.

• Collaborate with all Alliance teams to enhance customer outcomes.

• Assist in the design and implementation of support training programs.

• Proactively identify and communicate issues that impact customers.

• Serve as the primary contact for the Support Script Approval Process.

• Review, coordinate, and oversee the approval of support scripts, customer communication templates, and related support materials to ensure consistency, accuracy, and compliance with organizational standards.

• Collaborate with HR and Department Heads to evaluate resumes, conduct interviews, and assess candidates' skills and alignment with team objectives.

• Work with Department Heads on performance evaluations for team members, providing constructive feedback and guidance for professional growth.

• Document performance issues, initiate corrective actions, and collaborate closely with HR to implement necessary disciplinary measures.

• Review and manage time-off requests, taking into account team workload and staffing needs.

• Organize daily team activities and provide work direction and guidance.

• Assist with onboarding and training processes.

• Recommend process improvements and staffing requirements.

⛳️ Requirements

• Extensive knowledge of Alliance products and support processes.

• Proven ability to lead and mentor colleagues.

• Strong customer service and conflict resolution capabilities.

• Proficiency in managing competing priorities and making sound operational decisions.

• Ability to analyze support trends and pinpoint areas for improvement.

• Excellent written and verbal communication skills.

• Capacity to work independently with minimal supervision.

• Ability to collaborate effectively across different departments.

• Proficient in Microsoft Office, Teams, and support management systems.

🏝️ Benefits

• Health care benefits and insurance options (e.g., vision, dental, life, disability).

• Retirement benefits (e.g., 401(k)).

• Paid time off.

• 11 paid holidays.