Job Description
The Role
The Customer Support Team Lead will provide guidance to coordinators, assist with escalated customer contacts, communicate with teams, and provide first-level coaching to improve and optimize performance. They will also work closely with the operations team, including their direct manager and senior leaders, to ensure errors and issues are reported and prioritized. The Team Lead must have strong interpersonal and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. They will support omnichannel communication including phone calls, emails, chat interactions, and social media messages both in English and Canadian French. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.
Responsibilities
Interact daily with customers ensuring the customers inquiry is responded to and resolved within SLA and target goals
Communicate courteously and effectively, demonstrating soft skills to empathize with customers concern or comment
Deliver world-class, proactive customer service to internal and external stakeholders
Use advanced analytical skills to identify, gather, and organize information as it pertains to apps and web platforms
Meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
Provide troubleshooting support in advanced customer escalations
Be accountable for fulfilling service-level agreements and other performance expectations
Act as point of contact when leadership is unavailable, including collaboration with internal stakeholders
Assist with employee training in the operation of equipment and in established processes
Participate in and facilitate special projects
Requirements
Bachelors degree or equivalent customer service leadership experience
Bilingual in Canada French (Quebecois) and English; comfortable and fluent reading, writing, and speaking both languages with customers
Experience working with Roku, Tizen, Amazon Fire TV, Android, and Apple products
Experience with Zendesk is preferred
Proficiency with Office Suite and demonstrated competency in learning new software
Strong technical skills and ability to type at least 45 words per minute
Demonstrated professional customer service skills: solutions mindset, helping to nurture a passion for customer service
Ability to craft consumer-facing communications in an adept way to maintain consistent branded voice
Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
Ability to independently multitask and manage a varied portfolio of projects with unique needs in a deadline-driven environment that requires a high degree of accuracy and attention to detail
Strong analytical and critical thinking skills
Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
Commitment to teamwork through relationship-building, reliability, trust, and collaboration
Must have the legal right to work in the U.S.