Customer Support Team Lead (Hybrid)
Partnerize
Who We Are:
The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.
Why Join Us?
Our commitment to growing partnerships doesn't end with our clients. Our employees are carefully selected to be a part of our company because they emulate a carefully crafted and practiced set of core values that define us and our business. Joining Partnerize means joining a company that sincerely values your talent, expertise, and passion. We strive each day to hire and retain only the best. Doing so affords us the opportunity to be the best in the business, to exceed our clients' expectations, to innovate, to teach—and most importantly—to earn and maintain our clients’ loyalty.
Purpose of the Role
The Customer Support team objective is to ensure all clients receive the best customer experience and understand the true value of Partnerize to grow revenue.
As a team lead, you will manage members from the Customer Support Team, to ensure all tasks and project deadlines are met, delivering at high standard, while ensuring the support throughout the client lifetime remains of the highest quality.
The role involves identifying and implementing new processes to improve the efficiency of the team, building a strong customer service capability and developing a highly engaged team. You will be responsible for working in coordination with the Customer Support management team to develop opportunities .
You will be training and mentoring the team, and will be responsible for people management, which includes (but is not limited to); quality reviews, monitoring and ensuring KPIs are met, whilst acting as a point of escalation for any Customer tickets or issues raised.
You will also work with the team on responding to tickets. This entails replying directly to customers and solving tickets; providing information, troubleshooting and problem solving.
Key Responsibilities
- Define, monitor & manage goals for direct reports
- Regularly quality check and review team members’ tickets to ensure KPIs are met
- Create and monitor progress of training & professional development plans for individuals
- Plan and organize team workload, tasks and projects
- Educate the team on all new and existing processes, and ensure they are adhered to
- Work with other team leads within the team and org, to ensure projects are up to date and deadlines are met
- Act as a point of escalation for Customer Support issues and implement plan of action to resolve
- Provide documentation for both internal and external use
- Occasionally attend client facing events such as QBRs, deployment days and training sessions
- Work alongside team on tickets and support queries
- Recruit, interview and hire talent
Essential knowledge, skills, and abilities
- Leadership experience within customer support
- People management skills and experience
- Industry and Sector expertise; either within affiliate marketing and/or within a SaaS/tech company, with ability to advise team on best practices
- Teamwork, strong work ethic and enthusiasm to develop talent
- Ability to communicate technical information to a non-technical audience
- Strong prioritization and organizational skills
- Strong interpersonal and soft skills
- Comprehensive computer literacy
- Problem solving skills
- Analytical skills
Desirable knowledge, skills, and abilities
- Experience in digital marketing
- Understanding of online tracking methodologies
- Experience writing guides and training material
- Project Management skills
- Previous experience in training customers would be an advantage
US Benefits & Perks
- Flexible Time Off Policy – Take the time you need
- Enhanced Parental Leave: 16 weeks for birth parent, 8 weeks for non-birth parent at full pay after one year employment
- Robust Company Sponsored Health & Welfare Benefits
- 401k Plan – 4% employee match
- Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
- Regular company events and activities
Our Commitment to Diversity & Inclusion
We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization’s success. Every individual in our business is expected to live this commitment without exception.
Privacy and data protection. The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/
Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Partnerize will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with Partnerize. Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered Partnerize property. Partnerize is not responsible for any charges or fees related to unsolicited resumes.