Community Support, Team Lead
Greater LA Area
2 days ago
Manage Kustomer Tier 3 queues, assigning conversations, managing resolve times, tracking metrics, and generating reports showing the health of our group.
Support Tier 3 Specialists to efficiently, effectively, and expeditiously solve escalated support needs.
Ensure information from ZHQ is shared with our Tier 1 & 2 agents in all locations, to minimize escalated cases.
Identify appropriate situations and work with other groups for outreach to customers, in bulk, when large support issues are resolved.
Consolidate feedback and feature requests to present to relevant teams.
Coordinate team member responsibilities and workloads for optimal productivity.
Mentor, train, coach and inspire CS Team Agents to be at their best.
Maintain the task lists, and other administrative tools, to support our team.
Handle ad hoc request for information from within our outside the department.
Escalate issues to CS leadership team when additional support is needed.