Customer Support Team Lead - Sheffield, United Kingdom - Coordinate Sport

Coordinate Sport

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Coordinate is software designed with sports and activity providers in mind. We already work with some of the leading Sports Activity Providers, Bikeability and Sports Foundation Trusts across the UK.

Do you have experience leading people in a software company support team? Are you passionate about building strong customer relationships and driving customer satisfaction? Do you excel in providing exceptional support and resolving tickets?

We are seeking an experience Support Team Lead to join our team and lead our efforts in ensuring our customers' success and happiness.

Essential Duties and Responsibilities:

Provide leadership, guidance, and mentorship to a team of support representatives
Foster a positive and collaborative team environment that encourages professional growth and development
Manage and schedule the support team's workload to ensure adequate coverage and efficient ticket resolution
Assist team members in resolving complex technical issues, including troubleshooting software issues and providing solutions to customers
Handle escalated customer support cases effectively and professionally
Stay uptodate with the company's software products and industry trends to provide knowledgeable support
Ensure a high level of customer satisfaction by delivering exceptional support and maintaining a friendly and helpful demeanor
Manage and update support systems including Zendesk
Share knowledge and best practices with the team to enhance overall support capabilities
Become a product expert and issue fixer
Collaborate with other teams, including product, implementation, customer success and engineering teams, to identify and resolve customer issues
Document customer issues and provide detailed feedback to the product team for continuous improvement
Provide training and support to customers on how to use the product

Goals:

Continuously improve customer satisfaction scores and feedback by providing highquality support
Enhance the productivity and efficiency of the support team by setting and achieving performance goals
Develop and maintain a comprehensive knowledge base to reduce customer inquiries and improve selfservice options
Facilitate ongoing training and development programs for the support team to keep them updated on product enhancements and industry trends
Effectively manage and resolve escalated support cases, ensuring customer issues are addressed promptly

Knowledge, skills and abilities

Must have support lead experience working in a software (SaaS) company serving customers in a B2B model
Proficiency in using support ticketing systems and customer relationship management (CRM) tools
Familiarity with software development processes and methodologies
Exceptional leadership and team management skills
Excellent communication and interpersonal skills both facing customers and colleagues
Strong problemsolving and analytical abilities
Ability to multitask, prioritize, and meet deadlines in a fastpaced environment
Strong negotiation skills to find mutually beneficial solutions to conflicts
Should be skilled in handling conflicts or disputes that may arise, working toward amicable resolutions
Ability to remain calm and composed in highpressure situations

If you're excited about the prospect of working with customers in a growing dynamic company and helping our customers achieve their goals, we encourage you to apply.

Join us in this pivotal role and contribute to the success of both our customers and our business.