What are the responsibilities and job description for the Customer Service Team Lead position at TACTACAM?
The Team Lead, Customer Support leads a team of 8 - 12 customer support specialists who deliver exceptional service experiences to Tactacam customers across all phases of the customer journey including onboarding, technical support, and billing support. The successful candidate will be a dynamic, positive, motivating, and technically knowledgeable leader with the ability to select the right talent, teach / coach teammates to deliver outstanding customer support, and create a culture of service that reflects credit upon the individual, the team, and the company.
Responsibilities:
Facilitate the customer support teams day-to-day operations including workforce scheduling, team training / certification, and escalations.
Facilitate robust efforts to train, certify and keep current each team member's product, support, and service knowledge.
Conduct regular quality assurance checks for team members, providing coaching and reward / recognition where appropriate.
Escalate performance management issues to CS Manager by providing supplemental information needed to determine the best course of action for performance management.
Participate in performance management discussions with CS manger and CSR.
Act as a point of escalation for team members in the event they need support.
Provide active input into the design and creation of new customer support processes or into the enhancement of existing processes.
Assess operational statistics and key performance indicators and make changes as needed to meet (or exceed) team and individual performance goals.
Follow-up personally on issues related to poor customer satisfaction, provide coaching to the individuals involved, and provide feedback to the CX organization on enhancements needed to avoid recurrence of the poor experience.
Inform the team of all new information related to products, procedures, and trends.
Participate actively in the interviewing and hiring process for new employees.
Collaborate with CS Manager to prepare and deliver performance evaluations to team
members, initiating improvement programs and reward / recognitions where appropriate. In collaboration with CS Manager, adjust team members daily work assignments to meet business needs.
Maintain appropriate staffing based on service level needs.
Review and approve schedule changes and requests for time off for team members in accordance with service needs, company policies, and procedures.
Support the implementation of special projects by collaborating with the team and CX leadership on project requirements.
Work collaboratively with fellow managers and leaders across the organization to constantly improve yourself, the team, the company, and the customer experience.
Required Qualifications / Experience:
High school diploma or equivalent.
Demonstrated experience as an exceptional customer support specialist, preferably within a similar environment and with similar products.
Excellent oral, written, and interpersonal abilities.
Capacity to give, accept, and utilize constructive criticism.
Experience with consumer software / technology related products.
Successful candidates will either possess expertise in Tactacam products / service or achieve required proficiency within 3 months of employment.
Preferred Qualifications / Experience:
Prior experience as either a subject-matter expert (SME) or supervisory role.
Experience leading and supporting customers in the outdoors / sporting goods industry.
Experience hiring and growing mission-focused teams with a passion for delivering exceptional customer experiences.
