Customer Support Team Lead

Customer Support Team Lead Overview - Lead a team of Client Support Specialist; you´ll collaborate closely with Support Leadership and cross-functional team, including Product Development, Costumer Success and Implementation to ensure our clients receive timely, effective, and empathetic support. You´ll also play a critical role in onboarding, coaching and developing your team, helping them grow into product experts. and problem-solvers. - Key Responsibilities - Assist Client Support Specialist to resolve escalated client tickets through strong technical product knowledge and superior customer relations. - Develop into a subject matter expert regarding our product, processes and tools. - Enable the sucess of team through good time management and collaboration. - Act as a player/ coach for a team of Client Support Specialist, fostering a high performing, engaged, collaborative, inclusive and fun culture. - Support onboarding schedule training and shadows, and review level up exercises for a new team members and ensure they are set up for success in their first 90 day and subsequent training and development - Conduct meetings such as regular 1:1s, coaching sessions and ongoing training to review KPIs, SOPs, agent performance, and new or existing processes. - Work Experience. - 4+years of related work experience, integrations support experience - 2+ years of experience in people management experience in metrics based performance coaching. - Technical Skills. - MUST HAVE: 2+ years experience in Specific SaaS support knowledge: customer segmentation, integrations, product releases, or support tooling context - MUST HAVE: Experience in Monitor performance metrics and KPIs (especially in customer satisfaction CSAT) and provide actionable insights and feedback to help team members improve and thrive. - Excel /Sheets (VLOOKUP, pivot tables, database) - Slack, Zoom, GSuite, Office Online - Exceptional time management and organizational skills - English proficiency: C1 *PLEASE ATTACH YOUR CV IN ENGLISH At TP México, consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially. At TP we celebrate and value diversity

Creado: Jue, 01 de Ene de 1970