Product Support Team Lead

hace 1 semana


Xico, México Thomson Reuters A tiempo completo
About the Role

We are seeking a highly skilled and experienced Product Support Team Lead to join our team at Thomson Reuters. As a key member of our customer support team, you will be responsible for managing a team of customer support employees during US business hours.

Key Responsibilities:

  • Manage a team of customer support employees during US business hours.
  • Coach staff to deliver excellent customer service.
  • Maintain and improve key performance measures.
  • Proactively manage customer issues and may act as the first level escalation for the team.
  • Deliver key projects to improve customer service.
  • Proactively contribute ideas to the Management Team.
  • Recruit and select staff that will fit within the team and meet key criteria for the role.
  • Ensure staff understand and are adhering to procedures.
  • Work with the team to reduce the volume and time of outstanding service requests.
  • Complete call assessments and coaching targets for team.
  • Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
  • Accept additional projects or areas of responsibility to improve performance.

About You

We're looking for a candidate with a strong background in people management, customer support, and problem-solving. If you have a Bachelor's degree, a minimum of 2 years of experience in a people manager role, and excellent English language skills, we'd love to hear from you.

Requirements:

  • Bachelor's degree.
  • Minimum of 2 years of experience in a people manager role.
  • Excellent level of English (C1 or C2 level).
  • Experience in working in a Customer Support environment.
  • Experience in acting as a first-level escalation for the team.
  • Well-developed problem-solving and decision-making skills.
  • Ability to communicate effectively both verbally and in writing.
  • Practical understanding of performance measurement statistics and using them to drive high performance.
  • Some knowledge of project management techniques.
  • Understanding of customer service environments.
  • Flexibility and an appreciation of a fast-moving and dynamic environment.

What's in it for You

As a Product Support Team Lead at Thomson Reuters, you'll have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. We offer a range of benefits, including a hybrid work model, a culture of equality, diversity, and inclusion, and opportunities for professional growth and development.


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