Customer Support Supervisor
Company: Themis Tech
Location: Scottsdale
Posted on: May 13, 2022
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Job Description:
Job Description About us We believe everyone should have access
to the legal services they need. Funded by leading VC firms, Flare
is an industry leader in legal technology. We---re reimagining how
clients and attorneys work together, with one goal: to make legal
services accessible to those who otherwise wouldn---t be able to
afford it. We---re a team of creative problem-solvers who want to
make the world a better place. Join us. Overview The T1 Support
Team Lead is responsible for overseeing the daily operations of a
technical support team as well as participating as an active member
of the team by handling support cases. The Tier 1 Support Team Lead
will be expected to lead by example by providing exceptional
support to customers via email and phone, helping to ensure daily
flow, building reports, handling internal and external escalations,
helping with ad hoc projects, providing coaching/mentoring for Tier
1 Technical Support Representatives, and training. This position is
an advocate in the overall culture, vision, and values of our
Support Team. What you---ll do: Oversee the day-to-day operations
of the T1 Support Team Act as a mentor and provide oversight,
coaching, and training to the support staff Be the point of contact
when it comes to customer escalations Provide advanced T1 support
for both internal and external customers On-board new T1 support
team members Assist in the creation of the team KPIs/SOPs as well
as monitor and report on results Be actively involved with
operational delivery and UAT if required for new product and
feature releases Monitor team performance and report on metrics
Ensure that all customer inquiries and issues are solved correctly
and, in a prompt, and professional manner Create Knowledge-Base
material for both the team and customers Review all technical
support related processes and documentation for continuous
improvement Who you are: 2 years of Customer Support or equivalent
experience 1-2 years of management experience CRM experience
(Salesforce preferred) Proven people management and leadership
skills Strong analytical skills to investigate and resolve customer
support tickets Able to multitask efficiently under time pressure
Previous experience in managing customer-focused teams Proven
experience in managing a service and support focused team culture
Ability to mentor and help coach others both technically and
personally Why us Opportunity for exponential growth Casual work
environment Diverse culture Amazing healthcare benefits-we cover
99% of the cost of your essential insurance plans and offer
additional premium plans Free lunch delivery twice a week
Innovative technology We---re a late stage startup with A list
investors and big plans to become the largest legal care company in
the world Company Description Themis-Tech provides technological
foundations for an innovative business approach that enables law
firms to provide an entirely new experience - Legal Care. Our
technology was created to empower legal teams to do their best work
and better support clients throughout their legal journey.
Keywords: Themis Tech, Scottsdale , Customer Support Supervisor, Other , Scottsdale, Arizona
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