Technical Lead

Position Overview:

We are seeking a dynamic and results-oriented Customer Facing Team Lead to join our Talent Support team. The ideal candidate will be a passionate leader with a strong background in customer service. As a Customer Facing Team Lead, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service.

Key Responsibilities:

Customer Relationship Management:

• Build and maintain strong relationships with key customer accounts.
• Understand the unique needs and challenges of each customer and provide tailored solutions.
• Act as a primary point of contact for customer escalations and issue resolution.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Prepares monthly reports summarizing the assigned customer service team s performance.
• Performs other related duties as assigned.
• Responsible for preparing Leadership presentation

Team Leadership:

• Lead and mentor a team of customer-facing professionals, fostering a collaborative and results-driven environment.
• Ensure team members are well-trained and have the necessary resources to excel in their roles.

Product Expertise:

• Develop an in-depth understanding of our Talent solutions.
• Provide guidance and support to the team in effectively communicating product features and benefits to customers.

Process Improvement:

• Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
• Identify trends in customer inquiries and feedback to inform product and service enhancements.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

Qualifications:

• Bachelors degree in a relevant field (Business, IT, or similar).
• Proven experience in a customer-facing role.
• Strong leadership and management skills.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to adapt to changing priorities and thrive in a fast-paced environment.
• A customer-centric mindset and a passion for ensuring customer success.
• XML, HTML, CSS, XML authoring tools
• Agile and Scrum: Hands on experience in Sprint planning and scrum.

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