Team Lead, Customer Support

• Work closely with peer Managers in Business Operations to support overall department, continually identifying mechanisms to improve performance and advance employee well-being.

• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Proven experience in overseeing operational activities and customer support functions at a high performing technology company.

• Prior experience managing large teams in a fast paced, remote/hybrid work environment.

• Subject Matter Expertise on RouteOne ’s suite of products and services and how they function to deliver great experiences for our customers (this knowledge will be gained on the job through training, etc.).

• Proven ability to consult, guide, and implement innovation across business and technical processes.

• Knowledge of Auto dealership technology, processes and financing products preferred but not required.

Skills

• Experience with Service Desk and Call Center technology, Salesforce, Pendo, etc.

• Strong analytical skills and familiarity with various data and reporting suites (e.g., Excel, Tableau, Salesforce, internal system reporting resources).

• Proficient in Microsoft Office products, including but not limited to: Microsoft Word, PowerPoint, Excel, Outlook, and Visio.

Abilities

• Strong customer service skills.

• Excellent interpersonal, written, and oral communications skills.

• Excellent attention to detail.

• Strong organizational and analytical skills.

• Ability to multi-task and support multiple threads of customer support at one time.

• Disciplined, independent worker with professional demeanor.

• Ability to work independently or in a collaborative team environment, think critically and problem solve, learn new technologies, and adapt to change.

• Ability to identify business challenges in need of solutions and lead efforts to define and implement solutions to those challenges/needs.

• Successful relationship builder within and across organizations.

• Excellent verbal and written communication skills.

• Excellent presentation skills for both creation and presentation.

• Thrives in a fast-paced, evolving environment.

Other Essential Requirements

• 5+ years of experience.

• Extended and flexible hours may be required at times as this is a Business Operations leadership role.

• Prior experience in automotive retail finance or other related consumer finance experience is a plus.

Originally posted on Himalayas

• Team Lead
• Customer Support Lead
• Call Center Manager
• Support Team Lead

Source: Himalayas