USA Customer Support Lead - BFS

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