Senior Team Lead, Customer Care
Clarivate
full-time
Posted on:
Location Type: Remote
Location: California • United States
Visit company websiteExplore more
Job Level
About the role
- Lead team to deliver consistently high standards of customer support.
- Maintain team schedule, including shift and holiday coverage.
- Assure team adherence to department case management, response, and resolution requirements.
- Manage escalations within the team and escalate technical customer issues outside of the team as necessary.
- Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team.
- Plan and lead team-level quality and process improvement initiatives.
- Deliver consistent and timely training, guidance, and feedback to encourage colleague success.
- Oversee day-to-day operations and lead a team of colleagues.
- Plan, delegate, and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team.
- Provide primary input on staffing activities for the team and independently manage colleague performance and career development
Requirements
- Bachelor’s Degree or equivalent
- 5 Years of Relevant Experience
Benefits
- Equal employment opportunities for all qualified persons
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
leadershipcommunicationteam managementcustomer supportprocess improvementtrainingguidanceperformance managementdelegationproblem-solving
Certifications
Bachelor’s Degree