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    Team Leader - London, United Kingdom - Trackunit

    Trackunit
    Trackunit London, United Kingdom

    1 week ago

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    Description

    We are looking for a Team Lead for our new North American Customer Support, Tier 1 team, part of our Global Customer Support organization, to lead and guide our team to deliver an amazing customer experience to customers from around the globe.

    Cooperation and compassion are our key qualities, so you can be sure we provide you the support you need on this unique career path.


    With our locations in the hearts of London and Kitchener, Ontario, we offer you a flexible setup where you can work from one of the two hubs and with the possibility to work from home.

    A place in an agile growth SaaS business , with possibilities to grow internally in the company. International environment with regular check-ins and social events across teams, departments and borders.

    We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an outspoken feedback culture to help you identify your strengths and opportunities.

    Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like.

    And this commitment starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status.

    You have experience from a similar position or you have hands on experience within the fields of Customer Care, Technical Support, Customer Success or another customer facing role.

    You and your decisions are guided by data and you collect actionable data on your team and any tasks that comes your way
    English skills at a professional level.

    We are first and foremost a global organisation with international colleagues in and outside of Denmark, and the same goes for the customers you will support.

    Being fluent in Spanish or French is advantageous.

    Operations & Customer experience

    Promote an excellent customer experience
    Attend meetings and reviews with customers and Commercial or CS teams
    Take lead on complex customer cases and manage complaints
    Ensure necessary dashboards and reports are setup and continually developed in order to monitor and report on Performance and KPI adherence
    Participate in monthly performance call with a focus on actions and solutions
    Lead and assist with projects
    Run projects directly related to the team in collaboration with our CX Ops team and other organizations
    Work with other teams on relevant projects or product launches
    People Management

    Conduct regular check-ins with focus on mental health and well-being as well as performance and KPIs
    Plan and enroll improvements based employee satisfaction surveys
    Training
    Gather feedback on training needs from your team
    Interact with in-house expert to plan and prep training
    Manage sickness/holidays & expenses
    Approve holidays/sickness in our HR Platform
    Meet with Director of Customer Support Kristian Noergaard and Team Lead, Customer Support, Tier 2 Christopher Boltë.
    You will be asked to fill out an online personality assessment prior to the second interview. Trackunit provides accommodations for applicants with disabilities throughout the recruitment process. Candidates requiring accommodations during the recruitment process are asked to contact the People and Talent team. Information received regarding the accommodation needs of applicants will be addressed confidentially.
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