Job Summary

The Digital Delivery Team Lead is a strategic role responsible for overseeing the development and success of our Customer Support team.

Key Responsibilities

Team Development: Lead, develop, and coach a high-performing team of Customer Support Specialists to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
Global Coverage: Collaborate with US and EU-based leaders to maintain 24x5 global coverage through a follow-the-sun support model.
Ticket Management: Monitor ticket queues to ensure timely response and resolution aligned with internal targets and customer expectations.
Culture and Accountability: Foster a culture of accountability, customer-centricity, and quality, ensuring a consistent focus on problem ownership and empathy.
Collaboration and Escalation: Work closely with Product Management, Development, and Engineering teams to escalate and resolve complex issues, maintaining clear communication and documentation.
Process Improvement: Partner with global leadership to identify and implement process improvements, automation opportunities, and deflection strategies to enhance efficiency and customer experience.
Knowledge Sharing: Drive knowledge sharing and documentation to ensure internal and customer-facing resources remain accurate and up-to-date.

Leadership Experience: Proven track record in leading high-performing teams and developing leadership skills.
Customer Service Expertise: Strong understanding of customer service principles, practices, and standards.
Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with diverse stakeholders.
Problem-Solving Ability: Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
Collaboration and Adaptability: Ability to work collaboratively with cross-functional teams and adapt to changing priorities and requirements.

Competitive Salary: Attractive salary package reflecting your value to the organization.
Ongoing Training and Development: Opportunities for professional growth and development, including training, mentorship, and career advancement.
Flexible Work Arrangements: Flexible work arrangements to balance work and personal life.

We are committed to providing exceptional customer experiences and are looking for talented professionals to join our team.