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Customer Support Team Lead
hace 2 meses
We are seeking a highly skilled Customer Support Manager to join our After-Sales Support team at VusionGroup. As a key member of our team, you will be responsible for managing our Level 1 external service provider and Level 2 support, ensuring the effective resolution of support requests in compliance with our organizational rules and processes.
Key Responsibilities- Manage and develop our Level 1 external service provider and Level 2 support team, including staffing, training, coaching, and mentoring Service Desk Specialists.
- Establish priorities to achieve objectives, including productivity, quality, time, and costs, and adjust priorities as needed.
- Coach and lead the team to maximize customer satisfaction, ensuring that support requests are resolved efficiently and effectively.
- Oversee the evaluation of individual performance indicators and service metrics, including call monitoring.
- Collaborate with managers and other departments to improve communication and unify processes across the business.
- Minimum of 2+ years of experience as a supervisor/team lead, with a proven track record of success in customer support.
- 2+ years of experience as a top-performing customer support agent, with a customer-centric approach to ticket handling.
- Salesforce Service Desk experience, with the ability to convey a customer-focused attitude.
- Proven experience in managing multiple priorities in a fast-paced environment, with strong attention to detail and multitasking skills.
- English language native, with Spanish and French a plus but not required.
- Generous paid time off (PTO) to enable work/life integration and promote a culture of trust.
- Health & Wellness benefits, including healthcare and retirement savings plans.
- Financial future planning, including career growth opportunities and global mobility potential.
- Family-First Support, including time off to volunteer and give back to your community.
- Hybrid work arrangement, with two days working from home, three days in the office, and the freedom to work anywhere for up to two weeks a year.
VusionGroup is a fast-growing, fast-paced retail tech company that believes in thinking big and working together as one team. We are committed to helping retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable. Join us in building the largest retail IoT platform in the world and making a positive impact on commerce.
