Customer Service Associate
Solera Holdings, LLC.
Job Level
Senior
Tech Stack
Apollo
About the role
- Coach and develop customer support representatives through weekly 1:1s and coaching plans
- Monitor team performance and utilize KPIs to identify areas for growth
- Document performance inspections and develop action plans to address opportunities
- Plan and lead weekly team meetings focused on skill development, team-building, and business updates
- Foster continuous learning through training, mentoring, and career progression planning
- Maintain open communication across teams and provide clear updates on processes and expectations
- Serve as primary escalation point for unresolved customer issues to ensure timely resolution
- Actively contribute to cross-functional projects to enhance customer experience and drive retention
- Lead by example in ethical decision-making and foster inclusivity, fairness, and integrity
Requirements
- 2+ years in a leadership role within customer support or a related field
- Prior experience with SaaS, CRM, and telephony tools (bonus)
- English (Advanced Level Required)
- Ability to contribute to in-office leadership presence in a hybrid/in-office environment
- Coaching & Development: ability to mentor, guide, and upskill employees through structured coaching plans
- Team engagement, motivation, and conflict resolution skills
- KPI analysis & reporting (CSAT, AHT, FCR, SLA) and proficiency with dashboards
- CRM & ticketing systems experience (Salesforce, Zendesk, Freshdesk, etc.)
- Quality Assurance (QA) & continuous improvement experience
- Stakeholder management and cross-functional collaboration experience
- Change management and knowledge management skills
- Crisis management and escalation/issue resolution experience
