Remote Customer Support Team Lead – Drive Excellence

Routeone; United States; Remote; USD 110.000 - 150.000; Vollzeit

Zusammenfassung

RouteOne is seeking a Team Lead, Customer Support to oversee the end-to-end customer issue resolution across the RouteOne ecosystem. The role involves daily oversight of the Customer Support call center, escalation management, and collaboration with partners to ensure timely problem solving.

Strong communication, analytical, and organizational skills are essential to succeed. Responsibilities include mentoring staff, defining KPIs, developing training, and ensuring consistent service quality

Qualifikationen

• Proven experience overseeing operational activities and customer support functions at a tech company.
• Experience managing large teams in a remote/hybrid work environment.
• Subject matter expertise on RouteOne products and services.

Aufgaben

• Lead daily activities of the Menu Operations Support team adhering to SLAs.
• Define performance metrics for the team and translate objectives for members.
• Develop training plans to ensure knowledge of RouteOne products and services.
• Identify optimized structures, workflows, and solutions to aid goals.
• Mentor team members and outline growth plans within the company.
• Lead efforts to identify technology needs for Menu Operations Support.
• Analyze data for stakeholders to understand performance and needs.
• Participate in on-call rotation for escalation of critical issues.
• Collaborate with peers to improve department performance and well-being.
• Maintain safety, security, and privacy standards.

Kenntnisse

Service Desk

Call Center

Data reporting

Excel

Tools

Salesforce

Pendo

Jobbeschreibung

RouteOne is seeking a Team Lead, Customer Support to oversee the end-to-end customer issue resolution across the RouteOne ecosystem. The role involves daily oversight of the Customer Support call center, escalation management, and collaboration with partners to ensure timely problem solving.

Strong communication, analytical, and organizational skills are essential to succeed. Responsibilities include mentoring staff, defining KPIs, developing training, and ensuring consistent service quality