Team Lead, Global Customer Support

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Job description

Radancy thrives off the success of our customers, and we're looking for a customer-focused, and results-driven Customer Support Team Lead to engage, support, and enable our customers. This individual will be able to deliver high caliber customer service as well as drive forward our strategy and vision. As a Customer Support Team Lead, you will manage a team of high-performing, front-line customer support specialists. You'll need to have an array of amazing customer service skills and be savvy in a SaaS environment. In this role, you'll be guiding our Global Customer Support team and our customers along a path to success via dedicated support and engaging resources across the company to help support the adoption and expansion of Radancy's unified platform.Develop and foster strategic relationships with internal teams & external customers by providing functional and technical support for Radancy's suite of productsHire, onboard, train and continually coach and develop a high performing support teamFoster a strong team culture, with focus around customer-centricity and quality deliveryBuild accountability by setting clear goals and objectives to achieve key individual and team performance metricsWork with Customer Support leadership to improve operating processes and team performanceBuild accountability by setting clear goals and objectives to achieve key individual and team performance metricsWork closely with Digital Implementation, Product Management, Development and Engineering teams to identify, report, and resolve product issues and requestsCollaborate with peers and leaders to identify product opportunities through customer requests or pain points; recommend changes to improve products, process and issue preventionManage the escalation of issues, when requiredDevelop product expertise across all areas of the businessBachelor's Degree in Communications, Computer Science, Business or equivalent work experience3-4 years customer or technical support experienceDemonstrated ability to develop a high performing teamStrong project management, communication and problem-solving skillsAbility to align with global support objectives, outside of your local time zonePassion for solving technical issues and a champion of great customer serviceAbility to multi-task, plan, organize, prioritize and independently solve problemsKnowledge of software development methodologies (Scrum, Agile, Waterfall, etc.)Full proficiency working with JIRAWorking knowledge and understanding of HTML, CSS & JavaScript as well as XML and APIs for data integrationsRadancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive.