Lead, Customer Support

Department: Global Support

Business Unit: Corporate

Reports: Manager, Client Support

Direct Reports: Y

POSITION OVERVIEW

The Lead, Customer Support, is a member of the Global Support Team, responsible for leading a team of customer support engineers working with customers and resellers to manage and resolve incidents and issues relating to our products and integration tools. The Lead works directly with the Manager or Senior Manager in their vertical to drive an exceptional client experience.

RESPONSIBILITIES:

• Ensure delivery of customer service agreements (SLAs) and that agreed service levels are understood, managed, and properly negotiated into service contracts.
• Research and investigate escalated cases and route to the best resource.
• Act as the first point of escalation for customers
• Assists manager in delegating tasks and managing resources.
• Promotes positive communication, encourages teamwork and demonstrates flexibility.
• Manage communication around escalated issues with cross-functional staff and with customers.
• Attend regular service reviews with customers.
• Drive ongoing requirements for training, documentation, and skill set development.
• Leads by example with a can do, client centric focus.
• Contribute to improving and enhancing existing processes.
• Other tasks and activities as assigned.

QUALIFICATIONS AND EXPERIENCE:

• Enthusiastic champion of delivering an exceptional customer experience
• 3+ years’ experience in an operations/client support role.
• Able to work collaboratively across a matrixed Support organization, build trusted partnerships and act with a sense of urgency to make it easier to work with our team.
• Able to recognize process gaps and implement improvements.
• A natural team player with exceptional problem-solving skills and a can-do spirit
• Strong strategic and analytical thinking and ability to execute and measure results.
• Familiarity with shipping automation software, the transportation industry, or custom brokerage a plus
• Able to work to deadlines and change priorities and requirements in a busy support environment.

PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
  • Placing and receiving phone calls.
  • May require some travel as needed.