Customer Support Team Leader

4 days ago

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Nuvoola AI

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AI Voice • Warehouse Management • Transportation Management • Video Analytics • Logistics

11 - 50 employees

☁️ SaaS

🤖 Artificial Intelligence

🚗 Transport

Description

• Ensure that customer issues are resolved effectively while maintaining a high level of customer satisfaction. • Contribute to the creation of a successful team by coaching, guiding team members on support procedures. • Lead incident resolution as well as incident management. • Lead Problem Management sessions to continuously improve customer service. • Constantly review our technical solution monitoring and provide input. • Help with quality assurance of service. • Collaborate with sales, product, development, marketing, and strategic solutions teams to enhance customer experience. • Help improve communication with colleagues and clients by identifying missing articles and content for troubleshooting, creating internal documentation.

Requirements

• Exceptional communication and customer contact skills (English and French). • Professional experience of at least 2 years equivalent in a role of team leader in customer care. • Hands on experience with tools such are Jira Service Management or ServiceNow. • Flexible working hours as our customers use our solutions 7x24. • Significant experience in customer support services. • Great ability to manage multiple priorities in a constantly changing environment. • Knowledge of the technology product development sector. • The ability to communicate at all levels (from employees to “C” level managers). • Great presentation skills, commands professional respect when entering a room.

Benefits

• Stimulating work environment and state-of-the-art projects. • Professional development and continuing education with access to international conferences. • Excellent coverage after 3 months in position. • Open work environment and sophisticated work equipment.