Tech Support Team Lead & Project Manager

Jobtailor; Jersey City (NJ); On-site; USD 70,000 - 95,000; Full time

Job summary

Jobtailor in Jersey City, NJ seeks a Customer Experience Manager to guarantee online technical assistance, coordinate information requests, and nurture customer relationships. You will promote a high level of customer satisfaction through prompt responses and effective issue resolution.

You will monitor weekly KPIs, organize shifts for maximum availability, and drive continuous improvements in processes and systems to meet customers’ needs. Training and CRM data accuracy are core priorities.

Qualifications

• 5 years experience in a similar role.
• Proven people management experience.
• Strong communication and negotiation skills.
• Knowledge of CRM management (SAP, Salesforce, ServiceMax).
• Experience leading process improvements and new workflows.

Responsibilities

• Guarantee the ultimate customer experience through excellent online technical assistance.
• Coordinate information, data requests and delivery with customers.
• Ensure customers are happy by providing prompt responses and solutions.
• Monitor KPIs on a weekly basis and act to meet targets.
• Organize team schedules to guarantee maximum customer availability.
• Identify areas for process and system improvements to meet customer needs.
• Collect customer feedback and share it with the team.
• Provide training to new team members and refreshers.
• Ensure CRM data is accurate and reliable.
• Maintain day-to-day motivation to keep the team engaged.
• Oversee project management for one-off projects 25% of the time.

Skills

People management

Customer service knowledge

Communication & negotiation

Process improvement

Project management

CRM management knowledge

Tools

SAP

Salesforce

ServiceMax

Job description

Jobtailor in Jersey City, NJ seeks a Customer Experience Manager to guarantee online technical assistance, coordinate information requests, and nurture customer relationships. You will promote a high level of customer satisfaction through prompt responses and effective issue resolution.

You will monitor weekly KPIs, organize shifts for maximum availability, and drive continuous improvements in processes and systems to meet customers’ needs. Training and CRM data accuracy are core priorities.