Customer Support Team Lead - Technical Solutions

Oracle; Kansas City (MO); On-site; USD 90,000 - 140,000; Full time

Job summary

Oracle in Kansas City is seeking a Technical Support and Solution Delivery leader to supervise a multicandidate team providing timely technical support and customer advocacy. The role coordinates escalation, documents knowledge, and collaborates across product and QA groups to drive customer satisfaction.

Ideal candidates bring strong leadership, process improvement, and cross-functional collaboration experience within a technology support environment in the United States.

Responsibilities

• Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions.
• Serves as point of escalation for unresolved and/or difficult customer inquiries.
• Monitors the incident management process within a team to address gaps in incident resolution and support processes.
• Prepares training for new product releases or functionality and contributes feedback to meet goals of excellent technical customer support.
• Reviews customer feedback through user group meetings and outreach programs and follows up on survey results.
• Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution.
• Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution.
• Promotes collaboration with other technical teams to resolve complex customer issues.
• Supervises team efforts in producing documentation and evolving Knowledge Base for support.
• Supports expansion of Knowledge Base to enhance customer support and user experience.
• Escalates identified issues or bugs to QA and Development for resolution.
• Coordinates with cross-functional teams on product enhancement initiatives and feedback on customer pain points.
• Supervises team to follow established processes and recommends improvements to enhance efficiency.
• Fosters collaboration with cross-functional teams on business problems and improvement opportunities.
• Facilitates support service improvement projects and proactive initiatives to drive customer satisfaction.
• Contributes to resource planning and provides recommendations on product and customer experience improvements.
• Monitors metrics to ensure the team meets goals and collaborates to drive KPI analysis and feedback.
• Manages translation services for technical inquiries and coordinates testing on translation tools.
• Manages and coordinates team tasks, timelines, and budgets; builds partnerships across teams for alignment.
• Helps identify and address operational/technical issues and escalates to senior staff as needed.
• Pursues learning opportunities to stay current with industry trends and best practices.
• Evaluates team processes and workflows, suggesting practical improvements.
• Monitors and provides feedback on team performance and supports development opportunities.
• US Citizenship required and must be able to obtain Public Trust Clearance.

Job description

Oracle in Kansas City is seeking a Technical Support and Solution Delivery leader to supervise a multicandidate team providing timely technical support and customer advocacy. The role coordinates escalation, documents knowledge, and collaborates across product and QA groups to drive customer satisfaction.

Ideal candidates bring strong leadership, process improvement, and cross-functional collaboration experience within a technology support environment in the United States.