Business Support Specialist working in administration under the Retail & Hospitality Operations Manager. Ensuring client KPIs and SLAs are met while maintaining effective processes.
About the role
- Customer Support Team Lead managing daily operations of the support team at Togetherwork. Overseeing multiple tiers of support while driving process improvements and team growth.
Responsibilities
- Oversee daily operations of the Customer Support Team, managing a group of 6–8 direct reports across Tier 1, Tier 2, and Tier 3 agents.
- Mentor, coach, and provide training to team members, including performance reviews and professional development plans.
- Serve as the primary contact for customer escalations, particularly software-related issues, and coordinate with Product and Development teams to address defects and deliver solutions.
- Manage incoming support inquiries, ensuring performance metrics such as ticket closure rates and CSAT scores are met.
- Collaborate with the Customer Support Manager and other Team Leads in weekly meetings to discuss open projects and operational goals.
- Work closely with the Learning & Knowledge Specialist to develop and update training materials for onboarding new team members and upskilling existing staff.
- Contribute to the hiring, onboarding, and offboarding processes for team members, ensuring smooth transitions and alignment with team needs.
- Continually assess and improve support processes and workflows to accommodate team growth and enhance scalability.
- Assist in creating and maintaining customer self-service resources, identifying gaps, and enhancing content.
Requirements
- 3–5 years of customer-facing experience, with a focus on customer support.
- At least 2 years of leadership experience managing people across multiple support tiers.
- Strong leadership abilities with the capacity to manage teams with varying experience levels.
- Excellent communication skills, both verbal and written, for internal collaboration and external customer interaction.
- Strong problem-solving skills and an analytical mindset to drive process improvements and address complex customer issues.
- Proficient in multitasking and maintaining efficiency in a fast-paced environment.
- Results-oriented with a proactive, detail-oriented, and adaptable approach.
- A team player with patience and a positive attitude, capable of motivating and inspiring team members.
- Technical Proficiency with software applications
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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