Position Overview:

We are seeking a dedicated and proactive Customer Service Team Leader to manage the day-to-day operations of our support team. This role is critical in ensuring timely resolution of customer tickets, maintaining high service standards, and supporting the global transformation led by HQ. The ideal candidate will have strong customer service management experience, excellent communication skills, and the ability to foster collaboration across global teams.

Key Responsibilities:

• Manage daily operations of the customer support team, ensuring timely and effective resolution of support tickets.
• Monitor and report on SLA and KPI performance, proactively identifying areas for improvement.
• Provide guidance and mentorship to the support team, fostering a customer-centric culture.
• Identify and communicate recurring issues and trends to management and relevant stakeholders.
• Ensure the team is well-trained and consistently utilizes the knowledge base and established support processes.
• Facilitate regular communication and collaboration with global support teams to ensure alignment and knowledge sharing.
• Support the implementation of Salesforce Service Cloud and other tools as directed by HQ, ensuring team compliance with new processes.
• Provide regular updates and reports to the Global Customer Service Manager on team performance and customer service metrics.

Qualifications:

• Bachelor's degree in a related field (e.g., Engineering, Business, or IT).
• Proven experience in customer service management, preferably in a technical or SaaS environment.
• Strong understanding of customer service operations, ticketing systems, and performance metrics.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and generate actionable insights.
• Experience working in a global organization and collaborating across time zones.
• Familiarity with Salesforce Service Cloud is a plus.
• Technical background or experience in supporting complex products is advantageous.