Contractor Customer Support Lead

Overview

Patrianna seeks a strategic and proactive Customer Support Lead to oversee our team of Customer Support Team Leads, ensuring the delivery of high-quality customer support and the achievement of specific operational goals. This role is pivotal in enhancing team effectiveness, overseeing quality assurance, and driving the continuous improvement of service standards. The ideal candidate will possess a robust background in customer support management, with a proven track record of mentoring leaders, optimizing team performance, and maintaining high operational standards.

Key Responsibilities

• Strategic Leadership: Guide and mentor a team of Customer Support Team Leads. Develop and implement strategies to enhance team efficiency and effectiveness.
• KPI Management: Oversee the monitoring and achievement of KPIs across the customer support teams. Ensure that all team leaders are aligned with the department's objectives and performance standards.
• Training and Development: Drive implementation of comprehensive training and coaching programs to foster skill development and enhance the performance of team leads and their teams.
• Quality Assurance: Oversee the quality assurance process to ensure all customer interactions meet company standards. Develop and refine QA protocols, lead the analysis of service interactions, and utilize insights to drive procedural updates and enhance service delivery quality across teams.
• Operational Efficiency: Analyze existing support processes and implement changes to improve operational efficiency and customer service quality.
• Recruitment and Staffing: Lead recruitment efforts to hire high-caliber team leads and support staff. Manage onboarding and continuous professional development.
• Performance Improvement: Develop and administer performance improvement plans (PIPs) for underperforming team members, ensuring they have clear objectives and support to improve.
• High-Level Reporting: Prepare detailed reports on team performance, customer feedback, and service issues for senior management, enabling informed decision-making.
• Crisis Management: Handle escalated issues and make high-stake decisions affecting the company's service delivery and customer satisfaction.

Qualifications

• Experience: Minimum of 5+ years in a customer support management role, managing team leads or managers, preferably within the Gaming/eCommerce industry.
• Education: Bachelor's degree in Business Administration, Management, or a related field. A Master's degree is advantageous.
• Skills: Strong leadership and strategic planning skills; proficient in CRM software like Zendesk; adept at analytical and reporting tasks.
• Characteristics: Inspirational leader, proactive, with excellent problem-solving and decision-making capabilities; exceptional communicator at all levels.

Technical Requirements

• Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer)
• Minimum 8 GB RAM, 1 GB HDD space
• Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider
• USB headset (noise-canceling), web camera