Support Team Leader
AnswerModules, Switzerland
Job Description
We are looking for a highly skilled and experienced Support Team Leader to manage our support channel and dedicated support team members. The ideal candidate must have excellent communication skills and a strong work ethic with a passion for customer satisfaction.
They must be able to work in a fast-paced environment while managing multiple tasks and meeting tight deadlines.
Responsibilities:
- Manage and provide leadership to the support team.
- Ensure a "best in class" customer experience across AnswerModules's customer service channels.
- Handle escalation of complaints towards Ramp;D Team.
- Monitor and manage the ticket management system queue of support tickets to meet or exceed internal SLAs.
- Advocate for clients by escalating urgent requests and efficiently prioritizing cases.
- Manages the customer support experience and provides the voice of the customer (VOC).
- Lead the development and maintenance of a centralized support knowledge base within the AnswerModules support platform.
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering or related discipline preferred.
- Experience managing a Customer Support program.
- Must be fluent in English with excellent communication skills.
- Ability to work collaboratively in a team environment.
- Strong problem-solving skills.
Benefits
We expect a lot from you, but your efforts will be rewarded by great benefits:
- Competitive salary
- Top-notch equipment
- Flexible work hours
- Free chocolate
- Much more...