Team Lead, Enterprise Customer Support

We’re looking for a Team Lead to help us lead a talented team of collaborative, dedicated and friendly Enterprise Customer Support Advocates. As an Enterprise Team Lead, you will work closely with your team of Enterprise advocates, the extended Customer Support leadership and various departments throughout the company to drive the success of our customers and your team. You will engage and partner closely with the Customer and Expansion teams to ensure service excellence is delivered to our Enterprise clients by ensuring appropriate business processes are in place, optimizing workflows and driving engagement between the client and the advocates to ensure customer support fulfillment. This is a hybrid role and is open to applicants located within commuting distance of Mexico, City. In this role, you will report to the Manager, Customer Support.

Por favour asegúrese de que su currículum y su solicitud estén en inglés.

WHAT YOU’LL DO : Team Lead :

• Support, mentor and coach team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to customer service and Hootsuite's products and features
• Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
• Actively engage and contribute in the review, design, and implementation of new workflows and standard operating procedures to improve customer experience and drive operational efficiency and effectiveness
• Maintain up to date knowledge of customer support and workforce / resource processing rules, policies, procedures, system requirements, terminology and other information related to the provision of customer support operational services to customers, through continuous learning initiatives.
• Partner with the Workforce Management team to help manage shift coverage schedules, track / manage absences and vacation allocations
• Responsible for conducting and completing the Quality Assurance (QA) process and CSAT Service Recovery processes; evaluate advocate interactions and review provided feedback with your advocates
• Contribute in our quarterly OKR process, helping own or assist with projects / initiatives to improve internal workflows or customer experience
• Support the management team in the hiring process, with an aim of attracting and hiring desirable Customer Support Advocates

Customer Interaction :

WHAT YOU’LL NEED :

WHO YOU ARE :

In all we do, our six guiding principles light the way :

Step Up : Dare to go beyond the expected to achieve greatness. #StepUp

One Team : Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed : Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile : Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win : Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies : Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-IA #LI-Hybrid

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