Customer Support Operations Leader

RouteOne; Farmington Hills, Northern (MI, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

RouteOne is seeking a Team Lead, Customer Support in Farmington Hills, MI to oversee the Menu Operations Support team and ensure exceptional service across the RouteOne ecosystem.

You will manage daily call-center activities, define metrics, and drive training to keep knowledge current on RouteOne products and services. The role requires strong communication, problem solving, and a results-driven mindset.

Qualifications

• Lead daily activities of Menu Operations Support team to meet SLAs.
• Define performance measures and translate objectives for each team member.
• Define robust training plans to ensure team knowledge of RouteOne products, tools, services, and customers.
• Identify and implement optimized structures, workflow, and solutions to aid teams.
• Mentor and lead team members, outlining plans for growth and development.

Responsibilities

• Oversee daily operation of customer support functions and ensure timely issue resolution.
• Escalate complex issues in a timely manner and coordinate with partner teams.
• Analyze data and present findings to stakeholders to improve customer service.

Skills

Team leadership

Customer support

Analytical thinking

Communication skills

Tools

Salesforce

Pendo

Tableau

Excel

Visio

Job description

RouteOne is seeking a Team Lead, Customer Support in Farmington Hills, MI to oversee the Menu Operations Support team and ensure exceptional service across the RouteOne ecosystem.

You will manage daily call-center activities, define metrics, and drive training to keep knowledge current on RouteOne products and services. The role requires strong communication, problem solving, and a results-driven mindset.