Customer Support Team Lead
Core
Lead a team of Customer Support Consultants to deliver outstanding service, resolve technical issues, and maintain high customer satisfaction for mining software applications.
Role type
Senior IC Customer Support Team Lead
Builds
Customer support operations and service delivery for mining enterprise software
Domain
Mining industry + Software Support
Required skills
Team leadership, technical troubleshooting, ticket management, performance management, quality assurance, stakeholder collaboration, training delivery, data analysis, conflict resolution, reporting
Preferred skills
Mining industry experience, RPM software knowledge, ITIL certification, Bachelor's degree in CS/IT/Business
Technologies
Ticket management software
Responsibilities
Lead and mentor Customer Support Consultants, oversee daily operations including ticket management and quality assurance, provide technical assistance for software applications, monitor and analyze support metrics, collaborate with Product Development and Sales, conduct team training, handle escalated customer inquiries, prepare performance reports
Seniority
Senior, hands-on IC