Customer Support Team Lead

Sage Recruiting is looking for a Customer Support Team Lead to join a leading provider of SaaS solutions for clubs and their members, used by millions across North America. The role involves supervising the support team and overseeing related projects to ensure goal achievement. We're looking for a dedicated, customer-focused professional to join the company on a full-time basis.

The successful candidate will play a crucial role within this rapidly growing organization. Responsibilities include day-to-day involvement in team processes, such as task delegation, managing and motivating direct reports, and overseeing processes to ensure both objectives and client satisfaction are met.

Are you seeking a fulfilling career in a company that offers growth opportunities? Do you thrive in a dynamic team environment that presents daily challenges? If yes, then this job is for you!

What you will be doing

1. Manage a team of 7-10 Customer Support Analysts.
2. Ensure the team meets Client Service Level Agreements and review client survey responses for representatives weekly.
3. Monitor team phone calls for quality, provide coaching tips, and assist with backlog management to ensure quick call resolution.
4. Hold weekly meetings with team representatives to discuss ongoing issues, share necessary information, and evaluate staff performance.
5. Assist with client calls and issues during high call volumes and mentor team members to support their growth and career planning.
6. Write and deliver performance reviews and establish Key Performance Indicators.
7. Continuously seek new and innovative methods to deliver excellent customer service, and foster an environment of innovation and creativity within the team.
8. Develop direct reports, ensure fairness, manage adversity, and make tough decisions with managerial courage and compassion.
9. Foster teamwork and collaboration across teams and stakeholders.
10. Manage work effectively with a focus on continuous process improvement.
11. Conduct regular coaching sessions on both performance and development.
12. Initiate departmental improvements, including training sessions and process changes.

What we are looking for

1. 2-3+ years experience leading and managing a team.
2. Bachelor’s Degree / College Diploma.
3. Experience in Customer Service (preferably in the software industry).
4. Excellent organizational skills and time management.
5. Capable of managing multiple priorities and delivering quality results on time.
6. Approachable and able to remain composed under pressure.
7. Capable of working independently and coordinating with team members.
8. Excellent verbal and written communication and interpersonal skills.
9. Ability to multitask in a fast-paced environment.

Nice to have

1. Experience in Golf Club Industries, Hotel or other related Hospitality Industries.

What we offer

1. Competitive salary: $65,000 - $75,000K + Bonus.
2. Career growth opportunities.
3. Full benefits package.
4. Great business casual working environment.
5. Hybrid work environment (Tuesdays and Thursdays in-office).