Customer Service Team Lead supporting customers via all communication channels. Ensuring customer satisfaction and case closure in accordance with service standards.
About the role
- Customer Support Associate facilitating solutions for customer inquiries via multiple channels. Providing mentorship and collaboration with internal teams to enhance customer experience.
Responsibilities
- Support our customers by live chat, email, and phone.
- Interactions include troubleshooting technical issues, product usage questions, onboarding, setup and subscription inquiries.
- Act as a mentor and escalation point for Customer Support Associates regarding product, high-risk tickets, and process information.
- Coach new team members on product, processes, and best practices.
- Collaborate with other teams to ensure quality interactions and promote the voice of the customer.
Requirements
- 3+ years in Customer Support (individual contributor role) with documented track record of success.
- Proven experience supporting EBCS Ops Bundle products, including hands-on knowledge of Admin, Docs, Insight, Build, Pype/AutoSpecs, Cost, and PlanGrid
- Experience mentoring and coaching junior peers
- Strong problem-solving abilities and emotional intelligence when establishing trust with people
- Experience juggling multiple tasks at once; customer interactions, using resources, supporting peers, project work.
Benefits
- Health and financial benefits
- Time away and everyday wellness
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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