Client Care Lead

Thatcher Technology Group; Canada; On-site; USD 42,729 - 71,215; Full time

Job summary

An innovative company is looking for a Customer Support Team Lead to enhance their support operations. In this pivotal role, you will manage ticket workflows, ensure compliance with client SLAs, and leverage analytics for insightful reporting. Your leadership will drive efficiency and elevate customer satisfaction. If you have a passion for optimizing processes and leading teams in a technology-driven environment, this is an exciting opportunity to make a significant impact. Join a dynamic team where your skills in JIRA Service Management and data analysis will shine, and help shape the future of customer support in a thriving industry.

Qualifications

• Proven experience in customer support management in a SaaS environment.
• Strong expertise in JIRA Service Management administration.

Responsibilities

• Oversee ticket management and ensure timely customer support.
• Analyze support data to drive process improvements.

Skills

Leadership Skills

Analytical Skills

Problem-Solving Skills

Communication Skills

Tools

JIRA Service Management

SQL

JavaScript

C#

Job description

We are seeking a highly skilled and detail-oriented Customer Support Team Lead to lead our support operations. This role is responsible for managing ticket workflows, ensuring adherence to client SLAs, leveraging analytics for reporting, and facilitating collaboration across internal teams. The ideal candidate will be an expert in JIRA Service Management and possess strong leadership and analytical skills to drive efficiency and improve customer satisfaction.

Key Responsibilities

• Ticket Management: Oversee ticket triage, dispatch, escalation, follow-up, and resolution to ensure timely and effective customer support.
• SLA Compliance: Maintain expertise in client SLAs, ensuring all support activities align with service commitments and contractual obligations.
• Data Analysis & Reporting: Provide in-depth analysis on ticket volume, status conversions, and resolution time to drive process improvements.
• Cross-Department Collaboration: Identify and escalate feature enhancements or change requests, highlighting opportunities for Statements of Work.
• JIRA Service Management Administration: Responsible for JIRA Service Management, ensuring optimal configuration, workflow efficiency, and user access.
• Performance Reporting: Utilize analytics tools to generate and distribute weekly reports measuring support performance against client SLAs.
• Client Interaction: Engage directly with clients for ticket escalations, follow-ups, and service improvement discussions.
• Team Support & Prioritization: Assist the support team in ticket prioritization and management, ensuring workloads are balanced and SLAs are met.
• Client Meetings & Ticket Reviews: Play an active role in regular client support meetings, to align on priorities and ensure client satisfaction.

Requirements

• Proven experience in customer support management, preferably in a SaaS or technology-driven environment.
• Strong expertise in JIRA Service Management administration.
• Demonstrated ability to analyze support data and generate meaningful insights.
• Experience working with client SLAs and ensuring compliance.
• Excellent problem-solving and escalation management skills.
• Strong communication and interpersonal skills to collaborate with internal teams and external clients.
• Ability to lead and mentor a support team to drive efficiency and performance.
• Technology Qualifications: Proficiency in SQL, JavaScript, and C#.

If you are passionate about customer support, process optimization, and data-driven decision-making, we encourage you to apply and join our dynamic team.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Advertising Services