Customer Support Team Lead

2024-02-12 | po-021923

Company description

Manages treasury, risk management, payments, working capital and API real-time connectivity for the office of the CFO.

Responsibilities

Lead and help a team of the client support consultants to manage their queue of support tickets; providing guidance on investigation, analysis and communication of customers’ issues, implementing Support service best practices.
Triage the incoming queue of support tickets in ServiceNow, making sure that workload is well distributed within the team members, tickets are assigned and replied in a timely manner within SLAs.
Enforce and monitor phone duty coverage.
Ability to multi-task and manage multiple priorities at a time throughout the day
Review on a regular basis the Support Consultants’ ticket queue for coaching and help progress the investigation of the issues raised by customers; ensure that tickets are followed up, kept up to date and properly closed to ensure adherence with best practice.
Ability to work under pressure and high workload.
Go to person for escalations; reviewing issues with other engineering teams (eg. TechOps and Product teams) via the problem management process, get on conference calls with customers to address escalated issues assisting the assigned Support Consultant.
Be an activity participant of incident management; joining internal crisis bridges, providing analysis and investigation input, helping with resolution and communication to customers.
Liaise with the company's Development Operations and Product teams following on the company's problem and change processes.
Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day to communicate accordingly and showing empathy toward the client’s situation.
Ability to troubleshoot issues and provide clear explanations on how to resolve client issues in a time-sensitive environment with a focus on providing superior service.
Lead regular client meetings with KPI reports, ongoing efforts, and current high priority items
Report client status to the Management Team and proactively manage potential escalations.
Provide guidance to other support team members on Treasury industry standards, including coaching, product training and new team members onboarding.
Develop career development and training plans to team members
Run ClientSupport consultant service evaluation and performance on a quarterly basis.

Requirements

Bachelor or Graduate degrees in Business, Finance, Accounting or Computer Science or relevant work experience.
Over 3 to 5 years of experience in a support management role
Knowledge of cash management, bank reporting, cash positioning and forecasting, payments (domestic and/or international), in-house banking, financial transactions pertaining to debt, investments and foreign exchange and general ledger mappings and processing a plus
Familiarity or experience with treasury management systems, treasury operations or portfolio management is a plus.
Experience working in a support type role for a software company that provides SaaS or Cloud based solutions is a plus.
Knowledge of and/or experience in REST, Javascript, Java, HTML, CSS a plus
Hands-on experience with Internet products and technologies a plus
Familiar with cloud based service (SaaS) deployment and support
Excellent interpersonal and customer care skills
Ability to deal with difficult callers and to work calmly and professionally under pressure
Logical approach to troubleshooting including good analytical and problem solving skills
Good accurate record keeping abilities – detail oriented