Team Lead - Customer support

AI overview

Lead customer support operations by managing SLAs and advocating for customers, while ensuring effective documentation and improvements in service processes.

Manage SLAs for chat and ticket escalations
Work as an advocate of the customer while managing resolutions requiring cross-functional effort
Point of contact for escalated questions and issues from T2
Ensure issues, interactions, and ticket resolutions are properly documented in ServiceNow
Keeps team current on changing policies, procedures, tools, and updates to reduce ticket volume
Partner with the Compliance department on issues that require further escalation

Proven ability to resolve issues; Strong passion for customer service
Knowledge of Salesforce, PRM, BMS, Service-Now, and Salesforce is a plus
Knowledge of Arise Registration, Enrollment and Partner Support standard operating procedures
Excellent communication skills (written and verbal)
Experience improving processes and workflows to increase efficiency
Self-starter with ability to work independently and on multiple initiatives at the same time
Ability to work effectively cross-functionally with a proven track record of driving results
2 years of experience handling escalations via phone, chat or email
Ability to prioritize, meet deadlines while completing tasks in a timely manner

All your information will be kept confidential according to EEO guidelines.