Level 3 Support Specialist providing pro - active technical support for Vista’s Cloud clients globally. Responsible for incident management and collaborating with teams for solutions.
About the role
- Customer Support Team Lead overseeing customer support operations in a hybrid setting. Managing team performance and driving improvements in service standards.
Responsibilities
- Oversee daily operations of the Customer Support Team, managing Tier 1, Tier 2, and Tier 3 support agents.
- Act as a senior agent, ensuring customer satisfaction and resolving complex issues across all support tiers.
- Mentor, coach, and train support staff; oversee performance evaluations and provide constructive feedback.
- Manage customer escalations and collaborate with Product and Development teams on software-related issues.
- Analyze support inquiries and maintain key performance metrics to improve team efficiency.
- Lead hiring, onboarding, and offboarding processes for customer support team members.
- Collaborate with the Learning & Knowledge Specialist to develop training materials and improve team knowledge.
- Continuously assess and refine support processes, documentation, and self-service resources.
Requirements
- 3-5 years of customer-facing experience, with a focus on customer support.
- Proven leadership experience, managing teams across various support tiers.
- Exceptional communication skills, both verbal and written.
- Strong problem-solving abilities with an analytical and detail-oriented mindset.
- Ability to multitask and maintain efficiency under pressure.
- Results-driven, adaptable, and thrives in a fast-paced environment.
- A team-oriented mindset with a patient, positive, and proactive approach.
- High School Diploma or equivalent required.
- Experience in the pet-care industry is highly valued.
Benefits
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match up to 4%
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
- Pet Insurance
- Medical Travel Benefits
- Infertility Benefits
- Teladoc
- Employee Assistance Program
- Wellness Benefits & Engagement Platform
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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