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Recruitment Manager at Personaliq
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USA Customer Support Lead - BFS (5-11 yrs)
Responsibilities
- Manage the day-to-day operations
- Handle all internal issues and escalations. Also, provide status updates on these
- Monitor and review your teams metrics to improve functional and operational efficiency
- Identify and escalate issues efficiently and appropriately to management and across teams
- Prepare reports about your team's performance and events/incidents
- Regularly collect feedback from the team validate them and fix problems. Escalate when necessary
- Identify the teams training and development needs, pass that on to the trainer
- Provide your manager with feedback about the team regularly
Requirements
- A passion for customer experience
- Exceptional communication and presentation skills
- Experience working with SaaS companies (preferred)
- Between 8 to 10 years of total experience with 3+ years of leadership experience
- An approachable and reliable person with great leadership and coaching skills
- Ability to clearly communicate goals and the direction they should be headed towards
- An effective listener who can also communicate feedback clearly and in a friendly way
- Flexibility to work in UK/US business hours and weekends
- Capable of being highly productive and independent in driving initiatives with minimal oversight from management
- A creative problem-solver, capable of making decisions when needed without relying on management
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