Customer Support Team Lead

Buscojobs México; México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service firm is seeking an Enterprise Team Lead to mentor and guide a team dedicated to providing excellent support to Enterprise clients. This hybrid role involves working closely with various teams to optimize customer service processes. Ideal candidates will have significant leadership experience in customer support and a strong understanding of workforce management. The role is based near Mexico City, offering flexible working arrangements.

Formación

• Ample leadership experience in a contact center or related environment.
• Preferably experience in a SaaS organization for Enterprise customers.
• Familiarity with contact center systems like IVR, ACD, and Ticketing.

Responsabilidades

• Mentor and coach team through regular one-on-ones.
• Lead review conversations for individual contributions and career development.
• Design and implement new workflows to improve customer experience.
• Manage shift coverage schedules with Workforce Management team.
• Conduct Quality Assurance processes for advocate interactions.

Conocimientos

Leadership experience in contact center

Customer support experience in SaaS

Knowledge of contact center applications

Understanding workforce management concepts

Experience with distributed teams

Descripción del empleo

We’re looking for a Team Lead to help us lead a talented team of collaborative, dedicated and friendly Enterprise Customer Support Advocates. As an Enterprise Team Lead, you will work closely with your team of Enterprise advocates, the extended Customer Support leadership and various departments throughout the company to drive the success of our customers and your team. You will engage and partner closely with the Customer and Expansion teams to ensure service excellence is delivered to our Enterprise clients by ensuring appropriate business processes are in place, optimizing workflows and driving engagement between the client and the advocates to ensure customer support fulfillment. This is a hybrid role and is open to applicants located within commuting distance of Mexico City. In this role, you will report to the Manager, Customer Support.

Overview

Responsibilities

• Support, mentor and coach team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to customer service and Hootsuite's products and features
• Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
• Actively engage and contribute in the review, design, and implementation of new workflows and standard operating procedures to improve customer experience and drive operational efficiency and effectiveness
• Maintain up to date knowledge of customer support and workforce/resource processing rules, policies, procedures, system requirements, terminology and other information related to the provision of customer support operational services to customers, through continuous learning initiatives.
• Partner with the Workforce Management team to help manage shift coverage schedules, track/manage absences and vacation allocations
• Responsible for conducting and completing the Quality Assurance (QA) process and CSAT Service Recovery processes; evaluate advocate interactions and review provided feedback with your advocates
• Contribute in our quarterly OKR process, helping own or assist with projects/initiatives to improve internal workflows or customer experience
• Support the management team in the hiring process, with an aim of attracting and hiring desirable Customer Support Advocates

Qualifications

• Ample leadership experience working in a contact center, workforce management environment or related industry servicing multiple channels, SLAs and varying KPIs
• Customer support experience, preferably in a SaaS organization serving Enterprise customers.
• Experience with standard contact center applications and systems, including IVR, ACD, Ticketing, Chat platforms and WFM.
• Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration.
• Experience in leading distributed teams from multiple geographies and disciplines.

Who You Are

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Our Guiding Principles

In all we do, our six guiding principles light the way:

• Step Up: Dare to go beyond the expected to achieve greatness. #StepUp
• One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe
• Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
• Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
• Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
• Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-IA #LI-Hybrid