Team Captain, Client Services

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

📋 Description

• Oversee a technical support team while actively participating in daily support operations.

• Provide both proactive and reactive assistance to customers and partners.

• Mentor team members on case quality, customer interactions, and the full suite of Intermedia products.

• Evaluate feedback and Voice services data to pinpoint major user issues and present insights to stakeholders.

• Track call center metrics such as CSAT, FCR, productivity, work quality, and adherence to schedules.

• Achieve or surpass operational and customer support experience targets.

• Conduct performance evaluations based on business requirements and individual team member performance.

• Oversee workloads in Footprints and Oracle Soft Cloud case management systems.

• Develop and maintain both internal and external support documentation.

• Assist in managing major incidents and communication with executives and customers during service outages.

• Collaborate with Workforce Management to ensure schedule adherence, task assignments, and SLA compliance.

• Engage in strategic initiatives aimed at process improvement.

• Work together with Product, Engineering, and Account Management teams.

• Deliver a Worry-Free Experience to customers and internal stakeholders.

⛳️ Requirements

• Bachelor’s degree or a combination of education and/or 5–7 years of experience in Technical Support or a customer-facing technical position.

• A minimum of 3 years in a managerial capacity, ideally in a remote setting.

• At least 3 years of successful experience in a technical call center environment.

• Certifications such as SSCA, SSVVP, or CompTIA Network+.

• Outstanding written and verbal communication abilities.

• Proficient in cloud communication products.

• In-depth technical understanding of cloud communication voice services.

• Experience in managing teams within a virtual environment.

• Demonstrated capability to effectively delegate, select, train, and motivate personnel.

• Competence in facilitating and conducting virtual one-on-one and group meetings.

• Proficiency in Microsoft Word, Excel, Outlook, and Microsoft Project.

• Strong organizational abilities and a keen eye for detail.

• Skillful in problem definition, data collection, fact establishment, and conclusion drawing.

• Ability to work both independently and as part of a team.

• Capacity to manage multiple projects concurrently while meeting tight deadlines.

• Self-driven with proven time-management skills.

• Ability to maintain composure in high-pressure situations.

• Advanced analytical and problem-solving skills.

• Proficient in analyzing data and identifying trends.

• Dedication to providing an exceptional customer experience.

🏝️ Benefits

• Equal opportunity employer.

• Commitment to reasonable accommodations for recognized disabilities or limitations.

• Commitment to diversity and inclusion.

• Opportunities for promotion from within.