Customer Support Team Lead

Customer Support Team Lead

Application Deadline: 17 January 2025

Department: Customer Success

Employment Type: Full Time

Location: Ireland (Remote)

Compensation: €55,000 - €60,000 / year

Description

Bring your full self to work.
SwiftComply strives to create an environment for all to participate, be authentic, and feel valued.
We are committed to building an equitable workplace that moves our company and industry forward and know there is work to be done in advancing diversity and inclusion.

About the role

We are seeking a Customer Support Team Lead to join our team and play a pivotal role in managing our front-line support. This position is perfect for someone who loves helping customers, thrives on solving complex issues, and has a knack for leading and mentoring a team.


At SwiftComply, our values guide everything we do:

• Stronger Together: Collaboration is at the heart of our success. As a leader, you’ll foster a supportive, united team environment.
• Earn Trust Every Day: We value integrity and transparency, and you’ll lead by example to consistently build trust with both your team and our customers.
• Own It, Deliver: Accountability drives results, and you’ll take ownership of ensuring that our Help Desk delivers world-class support every single day.

What You’ll Do:

• Team Management:
  
  
  • Lead, hire, train, and inspire the Help Desk team to deliver exceptional customer support.
  • Develop and execute a Help Desk strategy and OKRs aligned with company goals.
  • Plan and implement engaging quarterly team-building activities to promote connection and collaboration.

• Inbox Support Excellence:
  
  
  • Oversee the ticket inbox, ensuring prompt and efficient team responses to customer inquiries.
  • Handle Level 2 Support escalations, expertly managing complex or high-priority tickets to resolution.
  • Champion customer satisfaction by making every interaction reflect our commitment to their success.

• Customer Advocacy:
  
  
  • Deliver personalized, friendly, and prompt support to 400+ government agencies and their service providers through email, phone, and video.
  • Collect and report user feedback to help inform and drive product improvements.

• Operational Excellence:
  
  
  • Build, track, and analyze KPIs to measure team success and identify opportunities for growth.
  • Enhance, streamline, and scale internal processes to support our expanding customer base effectively.
  • Proactively own issues and deliver solutions that exceed expectations.

Who you are

Who …