Customer Support Lead

About the role

Duties and Responsibilities - Troubleshoot complex support issues involving proprietary case management systems and related technologies. - Serve as the primary escalation point for advanced customer support issues. - Monitor support queue health and case movement to ensure contractual service level agreements are met. - Coordinate workload distribution and prioritize support activities across the team. - Facilitate daily support operations and assist with coverage planning. - Lead and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and progress toward support objectives. - Serve as the primary Customer Support representative and point of contact during Support Triage meetings. - Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability. - Monitor team capacity and make recommendations regarding work assignment and prioritization to maintain service level commitments. - Lead customer meetings and internal discussions requiring advanced product or technical expertise. - Identify trends, recurring issues, and opportunities for process improvement. - Provide day-to-day leadership and guidance to Customer Support Specialists. - Mentor and coach team members on technical skills, customer service practices, and case management. - Conduct peer reviews and quality assurance reviews of support cases. - Assist with onboarding and training of new support staff. - Identify training opportunities and coordinate knowledge-sharing activities. - Support employee development by providing feedback and recommendations to department leadership. - Serve as a resource for team members requiring assistance with complex cases. - Develop and maintain support procedures and best practices. - Recommend improvements to support workflows, tools, and customer communication processes. - Collaborate with all Alliance teams to improve customer outcomes. - Assist in the development and delivery of support training initiatives. - Identify and communicate customer-impacting issues proactively. - Serve as the primary point of contact for the Support Script Approval Process. - Review, coordinate, and track approval of support scripts, customer communication templates, and related support content to ensure consistency, accuracy, and adherence to organizational standards. Supervisory Responsibilities - Assist HR and Department Heads to review resumes, conduct interviews, and assess candidates for their skills and alignment with team goals. - Coordinate with Department Heads on performance reviews for team members, providing constructive feedback and guidance for professional development. - Document performance concerns, initiate corrective actions and work closely with HR to implement disciplinary measures when necessary. - Review and process time-off requests, considering team workload and staffing requirements. - Coordinate daily team activities and provide work direction and guidance. - Assist with onboarding and training activities. - Make recommendations regarding process improvements and staffing needs. - Advanced knowledge of Alliance products and support processes. - Demonstrated ability to lead and mentor peers. - Strong customer service and conflict resolution skills. - Ability to manage competing priorities and make sound operational decisions. - Ability to analyze support trends and identify improvement opportunities. - Strong written and verbal communication skills. - Ability to work independently with minimal supervision. - Ability to collaborate effectively across departments. - Proficiency in Microsoft Office, Teams, and support management systems. Health care benefits and Insurance benefits (e.g., vision, dental, life, disability) Retirement benefits (e.g., 401(k)) Paid time off 11 Paid holidays

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Company Intel

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