
Team Lead Customer Support
4 days ago
At Quinyx, we're passionate about creating positive work experiences that lead to business success.
We empower employees with innovative workforce management solutions that make scheduling and time reporting seamless.
Our Culture: Passionate, Collaborative, Innovative, Quality-driven
About the OpportunityAs a Customer Support Manager, you'll be responsible for leading our support team in delivering exceptional customer experiences.
You'll collaborate with the VP of Customer Experience and the Customer Experience management team to drive results.
Your key responsibilities will include:
- Overseeing the entire Support team in EMEA and Australia regions, focusing on operational excellence.
- Directly managing Support team leaders and managers.
- Continuous assessment and improvement of the support team's tech stack and processes.
- Developing and implementing SMART goals for direct reports, leveraging the Quinyx development process.
- Driving overall team performance and associated aspects.
- Prioritizing and achieving Support team targets.
- Collaborating with internal stakeholders to deliver memorable customer journeys.
- Serving as the primary point of contact for customer-related issues, ensuring a seamless escalation process.
- Incident Management, guiding the internal incident management team and customer handling from incident logging to resolution.
- Ownership of departmental goals and budget, including ongoing updates and evaluations.
- Escalation of delivery deviations and potential issues to the VP of Customer Experience.
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