Job Level
Senior
Tech Stack
Cloud
About the role
- Manage and develop a high-performing Partner Support customer support team, including training, coaching, and performance monitoring.
- Actively engage in daily support operations and serve partners via phone, chat, and email to resolve technical issues.
- Drive process improvements and set standards for exceptional service and team collaboration.
- Manage team KPIs and reporting, including productivity, quality, and utilization/chargeability goals.
- Serve as onsite trainer and coach to drive employee improvement.
- Assist partners with placing orders, enrolling in automated programs, and resolving technical issues.
- Manage support tickets using approved systems (e.g., Zendesk/Salesforce): categorize, respond, and follow through on partner requests.
- Meet or exceed departmental KPIs such as customer satisfaction, response times, and call pick-up rates.
- Work 8.5-hour shifts scheduled between 9:00 AM and 8:00 PM ET, including rotating schedules; observe US holiday schedule.
Requirements
- Minimum 3 years’ experience leading customer support teams, preferably in an international or US-based environment.
- Experience and proficiency with customer service platforms, especially Salesforce Service Cloud.
- Strong customer service orientation and exceptional oral and written communication skills in English.
- Demonstrated ability to manage escalation cases and support team training/coaching.
- Strong skills in tracking, measuring, and reporting on KPIs; proficiency with Microsoft Office products (Excel, PowerPoint, Outlook).
- Familiarity with international business culture and flexibility to work across varying shifts and rotating schedules.
- Ability to assist business partners in program enrollment, order placement, and troubleshooting technical issues.
- Demonstrated ability to multi-task, problem solve, and apply creativity and resourcefulness.
- Confident in handling customer objections and driving successful outcomes.
- Quick learner, adaptable to new technologies, systems, and marketing concepts.
- Strong organizational and time management skills.