Customer Support Technical Team Leader

```Job Summary:```

We have an exciting opportunity for a Customer Success Technical Team Leader to join our Customer Success Team. The successful candidate will be responsible for leading and motivating a team of technical support specialists to deliver exceptional customer service. This role bridges the gap between technical expertise and exceptional customer interaction, ensuring customer satisfaction and efficient problem resolution. Acting as a “Shift Leader”, you will have oversight of the team's scheduling and productivity, incoming contacts and escalated cases to ensure they deliver exceptional Customer Support and achieve the highest possible service standards. You will take ownership of complex issues and complaints and escalate or consult with your Manager to reach the most suitable and prompt resolution for the Customer. The ideal candidate will possess strong leadership, problem-solving and communication skills, along with a deep understanding of technical customer service principles and practices.

This is a great opportunity for someone who is obsessed with providing the best in class Customer Experience, using the best tools on the market and furthering their career in the CS field.

```Duties:```

• Direct line management of the CS Specialists ensuring the delivery of the best in class Customer Experience by consistently meeting set KPIs
• Taking ownership of complex issues and complaints and knowing when to escalate further to designated teams within the organization in order to reach the most suitable and prompt resolution for the Customer
• Developing and maintaining clear documentation on technical procedures and troubleshooting steps for the team to follow
• Staying up-to-date on the latest technical developments related to the company's products or services
• Assisting with handling major and minor incidents (i.e. service outage, technical bugs)
• Providing coaching, feedback, and performance evaluations
• Managing the Team’s behaviours and ways of working, ensuring they are in line with MyAssets values
• Optimising Team’s performance by identifying and addressing training needs and implementing performance improvement plans
• Recognizing employee achievements as well as managing regular Incentive Schemes and monitoring/updating the Team on their progress
• Encouraging communication, feedback and motivation within the Team and other departments
• Managing Customer Service Team’s workflow and workload, ensuring that all customer inquiries are handled promptly and effectively
• Continuously improving Customer Success processes and procedures to enhance efficiency, effectiveness and overall Customer Happiness
• Performing other duties as required. This job description in no way states or implies that these are the only duties to be performed by the Customer Success Team Leader. Employees will be required to perform any other job-related duties assigned to them by their management.

```Requirements:```

• Demonstrable experience of being a Technical Team Leader or Supervisor
• Strong technical knowledge relevant to the company's products or services
• Ability to demonstrate a professional approach at all times whilst under pressure and in a fast-paced, start-up environment
• Strong verbal and written communication skills, with the ability to effectively communicate complex information to both internal and external stakeholders
• Excellent interpersonal skills, ability to build rapport with Customers and colleagues from diverse backgrounds
• Exceptional problem-solving skills, with the ability to identify root causes of the issue and implement effective solutions
• Team player who is adaptable and has a great work ethic (willingness to do what needs to be done)
• Commitment to providing exceptional customer service, nurturing positive attitude, creating fun, but focused working environment for you and your colleagues
• Focus on accuracy and quality of produced work
• Creativity and resourcefulness (commitment to beneficial user interaction, always thinking outside the box and going the extra mile to exceed Customer expectations)
• Commitment to learning beyond onboarding

If you are a motivated individual with strong leadership skills and a passion for delivering outstanding Customer Service, we would love to hear from you. Do you think you've got what it takes? Apply now to join our dynamic team!

Job Types: Full-time, Permanent

Pay: £35,000.00 per year

Benefits:

• Company pension
• Private medical insurance

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Ability to commute/relocate:

• Holborn: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical Customer support: 3 years (required)
• Leadership: 3 years (required)

Work Location: In person

Expected start date: 13/05/2024