Customer Support Senior Team Lead

The Customer Support Senior Team Lead (CS STL)

• Understanding our values and acting based on them
• Being responsible for continuously re-evaluating teams KPIs so they adequately reflect the current situation and progress
• Weekly meetings with Team Leads (TL)s to provide appropriate feedback/support based on results/findings to improve overall performance
• Maintaining and improving cross office / cross team relationships and processes.
• Being able to support your team with operational tasks when needed and also doing operational tasks to keep up the relevant know how
• Communicating with the Customer Support (CS) Training coordinator / site to ensure appropriate training is provided.
• Communicating team's progress through KPI and other relevant analysis to other teams on a regular basis
• Representing the team in audits
• Owner of the teams’ travel and entertainment budget
• Responsible for the teams’ development, performance and efficiency
• Actively participate in hiring

What we’re looking for:

• Based in our India office
• Leadership Experience - 2 years in an external CS organisation
• Prior experience working with Business Customers or Consumers.
• Passion for customer experience, technology, leading people and teams;
• Ability to multi-task and take responsibility in challenging situations, as well as ability to manage, delegate and oversee cross-team projects;
• Willingness to dive into numbers to support process improvements,  prioritising, forecasting;
• Proven track record of taking individual ownership and responsibilities beyond your main daily responsibilities as well as being a great team player;
• Great cross team communication and listening skills;
• Good product knowledge.