Team Lead, Global Customer Support - Poland

The role of the Customer Support Team Lead is to manage the customer support team for Cornerstone Products. The Customer Support Team Lead will need to demonstrate excellent communication, analytical, customer service and team management skills. The mission of the Cornerstone Customer Support Team is to contribute to the business success of our customers by delivering a world-class support service providing timely communications and effective issue resolution.

In this role you will...  

• Assist in managing the day-to-day activities of EMEA based Customer Support Team
• Coach the team to develop strong customer service skills, improving their ability to receive, analyze, troubleshoot and assist Customers in resolving any questions or issues.
• Run Team Meetings to ensure the team is aligned
• Monitor individual and team performance, providing positive reinforcement, coaching as appropriate
• Conduct individual appraisals, having input in setting measurable goals and objectives for team members
• Track workload and performance metrics within Salesforce, taking steps necessary to ensure case queues remain under control and Service Level Agreements are met or exceeded
• Promote use of the Knowledge Base and creation of Knowledge Base articles to enable self-service support for customers
• Serve as initial escalation point for customer issues, working with the escalation manager, ensuring all escalations are handled promptly and efficiently
• Own a small case load as required, assisting in resolving issues.
• Work with internal stakeholders for CSOD queries and requests for data

You’ve got what it takes if you have…  

• Experience in people management role
• Experience of working in customer support
• Strong interpersonal and communication skills, including active listening
• Customer orientated, including recognising the business impact of issues and when to escalate
• Flexibility, ability to change priorities quickly and capacity to handle multiple tasks
• Effective organisation and time management skills
• Excellent written and verbal communication skills
• Self-motivated and the ability to motivate and engage a team
• Bachelor's degree in Computer Science or related experience and/or training would be an asset
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations
• Flawless English
• Preferred location Krakow