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Customer Support Supervisor

Company: Themis Tech
Location: Scottsdale
Posted on: May 13, 2022

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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