Support Team Lead
Company:
N2 Media
Location:
214 W River Dr, St. Charles, IL 60174
Department:
Customer Support
About N2 Media:
N2 Media is a fast-growing and innovative technology company specializing in providing cutting-edge digital media solutions to businesses across various industries. Our marketing team works very closely with clients to develop decisive marketing strategies and content tailored to each unique company’s wants and needs.
Position Overview:
We are searching for a motivated and dedicated Support Team Lead to head our customer support team. The ideal candidate will have a passion for ensuring customer satisfaction and a deep understanding of product troubleshooting, as well as team management. Your primary role will be to guide, inspire, and monitor our support team, ensuring the delivery of top-quality support to our users and meeting company objectives.
Key Responsibilities:
1. Leadership & Management:
– Lead, coach, and mentor a team of support representatives to deliver excellent customer service.
– Organize regular team meetings to discuss ongoing issues, updates, and improvements.
– Establish KPIs and monitor team performance against set targets.
2. Customer Support:
– Handle complex customer issues escalated from team members.
– Analyze customer feedback and create strategies to improve user experience.
– Collaborate with other departments to resolve product-related issues or improvements.
3. Training & Development:
– Design and deliver training programs for new hires.
– Provide continuous training for existing team members on new product features or procedures.
– Identify and promote talent within the team.
4. Reporting & Analysis:
– Compile and analyze data on team performance, customer feedback, and ticket metrics.
– Present regular reports to senior management on support activities and insights.
– Propose process improvements based on data analysis.
5. Operational Efficiency:
– Continuously improve support tools, processes, and documentation.
– Coordinate with IT and product teams to enhance support platforms and tools.
– Ensure adequate staffing levels during peak hours or promotional events.
Qualifications & Skills:
Bachelor’s degree in a related field or equivalent experience.
3+ years of experience in customer support, with at least 1 year in a leadership role.
Strong communication and interpersonal skills.
Proficient in using customer support software and tools.
Analytical skills with a problem-solving attitude.
Ability to handle stressful situations with professionalism and patience.
Knowledge of industry best practices.
Benefits:
-401(k)
-401(k) matching
-Dental insurance
-Flexible schedule
-Health insurance
-Paid training
-Vision insurance
Interested candidates are encouraged to apply via the form on our website.