- Oversee the daily operations of the customer support team.
- Ensure efficient resolution of customer inquiries and issues.
- Ensure the team adheres to incident management processes as per SLAs.
- Improve and implement customer service policies and procedures to maintain consistent service quality and customer satisfaction.
- Train, mentor, and coach the customer support team:
- Enhance communication skills.
- Foster problem-solving techniques.
- Monitor customer interactions and performance metrics:
- Issue trends
- Anticipate potential issues.
- Implement improvements in service delivery.
- Manage the incident management process.
- Liaise with other departments (e.g., Application, Product Development):
- Provide customer feedback.
- Provide customer feedback.
- Manage escalated customer problems:
- Assist team members in resolving complex issues.
- Ensure timely escalation to L2 and L3 support
- Regular updates to customer throughout the incident life cycle
- Prepare and analyze reports on:
- Team performance.
- Case inflow/outflow.
- Service availability statistics.
- Present findings to senior management and respective departments.
- Organize team-building activities and initiatives:
- Foster a positive and collaborative team environment.
- Qualified customer support experience in an international environment.
- Fintech industry knowledge, particularly in payments.
- Familiarity with SIC/euroSIC, SECOM, SWIFT, and transactional systems.
- Fluent in German at a native speaker level and very good knowledge of English.
- Customer and solution-oriented mindset with excellent communication skills.
- Quick comprehension, analytical thinking, and ability to recognize complex interrelationships.
- Flexibility in terms of working hours.
- Independent working style and readiness for changes.
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Team Lead
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Team Lead
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Technical Customer Support Team Lead - Burlington, United States - Finastra USA Corporation
Description
Responsibilities:
Overview:
As a Customer Support Team Lead, you will be a pivotal part of our organization, contributing to the enhancement of the overall customer service experience. Your primary responsibility will be to guide and mentor a team of customer support representatives, ensuring that customer inquiries are addressed efficiently and effectively. Lets delve into the specifics:
Key Responsibilities:
Team Oversight:
Training and Coaching:
Performance Monitoring:
Collaboration:
Complex Issue Resolution:
Reporting and Analysis:
Team Building:
Required Qualifications:
