Customer Support Team Lead

Customer Support Team Lead

We are seeking our new Customer Support Team Lead to join the Axway team!

The Customer Support Team Leader is responsible for the day-to-day management and objectives of an individual squad (approx. 8 - 10 team members).

You must be data centric, motivating and contribute, alongside other Team Leads to build a cross collaborative and skilled team with focus on customer service excellence, alignment to relevant KPI's and learning and development.

The Customer Support Team Lead will be responsible for improvements in skills, governance, quality and day to day alignment of team members to achieve objectives.

The role will be working within UK business hours and applicants must be willing to work full time.

Responsibilities

Line Management Duties:

• Day to day line management to direct reports.
• Coach squad members when not achieving their aligned KPI's.
• Maintain monthly 121 meetings aligned to objectives and track performance against them within each session.

Working Responsibilities:

• Statistical analysis of key KPI's across teams.
• Statistical analysis of SLA achievement for all customers.
• Customer contact and relationship building.
• Weekly, monthly and quarterly reporting.
• Service Improvement plan. Build, act, manage and maintain.
• Point of escalation, internally and externally.
• Represent run team within relevant meetings and events.
• Track Project Stage Gates and progress and form part of the stakeholder group for approval of Go Live and support the provision of relevant handover and knowledge documents into Production support.
• On rota, act as 'Call Manager' assigning tickets fairly amongst the squads.

Cross Team Collaboration Responsibilities:

• • Form a collaborative working environment within and between squads.
  • Act as a point of escalation within the squad.
  • Directly encourage and enable training, knowledge building and act as a mentor to members of each squad.
  • Feed information into Knowledge team for building out future knowledge pool.
  • Attend required meetings and provide relevant updates.
  • Ensure pertinent information is shared appropriately with the squads and other internal teams.

Qualifications

Skills/Experience:

• Line Management and/ or mentoring skills.
• Ability to build and develop a cross skilled, engaged and performant team.
• Stakeholder management skills (internal teams within and outside of Run function, and business contacts).
• Excellent communication skills, written and verbal.
• Experience in managing conflict, escalations and disputes.
• Ability to prioritise goals and objectives in line with personal and individual KPI's.
• Ability to produce various level statistical reporting and management overview data, whilst tracking relevant platform and system metrics.
• Customer service and continuous improvement skills.