Role description
Customer Support Lead
Alliance Enterprises, Inc.Description
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.
Requirements
- 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.
Benefits
- Health care benefits and Insurance benefits (e.g., vision, dental, life, disability)
- Retirement benefits (e.g., 401(k))
- Paid time off
- 11 Paid holidays