Support Lead

ROLE & RESPONSIBILITIES 

• English & Spanish (verbal & non-verbal) – Fluency Must
• Thorough knowledge of JIRA bug tracking and monitoring – Must
• Oversee the day-to-day operations of the Support Team 
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations 
• Record and track team SLAs and workflows
• Provide support where needed for both internal and external customers
• Clearly communicate escalated issues to senior management as needed
• Manage and report on all incoming technical support inquiries 
• On-board all new technical support team members
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery and UAT if required for new product and feature releases 
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous improvement 
• Assist in the creation and implementation of customer self-service material and tools
• Evaluate and analyze Salesforce case trends to prevent future issues

KNOWLEDGE & SKILLS REQUIRED

• Thorough knowledge of JIRA, bug tracking and monitoring is MUST
• Excellent communicator, both oral and written in English & Spanish
• Proven people management and leadership skills
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Previous experience in managing customer focused teams
• Proven experience in managing a service and support focused team culture