Lead Customer Support

Customer Support acts as a single point of contact for all media relations and web support services across the organization and provides first level of customer service by answering internal and external clients inquires through various forms of communication and contribute to the day-to-day operations. The Lead Customer Support coordinates and prioritizes the activity of operations work with the group. This position acts as an escalation point for issue triage and guides further escalation to subject matter experts. This role acts as a mentor/teacher to other team members acting to sustain and maintain operational duties. The lead role is responsible for building and maintaining operational duties and augmenting systems to sustain and grow operations work within the organization.

• Mentor and train other team members on system related operational matters (e.g. ticket handling, appropriate triage and escalation, monitoring expectations, SOP)
• Coordinate operational duties within the team (i.e. ticket assignments, shift priorities)
• Adhere to scheduled shift time.
• Ensure all issues are ticketed, acknowledged, remediated, or escalated appropriately.
• Must be highly motivated and solution oriented with a high degree of integrity and ethics to Business Wire
• Escalate complex or unresolved issues to senior staff or leadership.
• Ability to multitask, prioritize, and manage time effectively.
• Follow communication procedures, guidelines, and policies.
• Ability to multitask, prioritize, and manage time effectively.
• Work with other departments to improve customer experiences and ensure products and services meet customer needs.
• Participate in weekly, monthly, and quarterly evaluations of both individual and team performance.
• Escalate issues that appear to be linked to larger level problems or have high levels of impact to the organization. Accordingly, provide leadership and associate awareness details driving to resolution. Follow and suggest modifications to the process to minimize impact.
• When needed this role acts to support Customer Support responsibilities as a secondary duty.
• Additional duties as required.

What You Will Need

• Associate degree or 7 years’ experience in customer support or client relations
• Ability to work an occasional flexible schedule, including some evenings, weekends, and additional hours during peak times or as required for coverage.
• Good interpersonal skills and a passion for resolving issues in a timely fashion and delighting customers
• Ability to troubleshoot and resolve technical problems in a timely and professional manner.
• Ability to work independently and as part of a team.
• Ability to work under pressure and handle multiple tasks and priorities.
• Excellent verbal and written communication abilities, along with strong presentation skills.
• Good interpersonal skills and a passion for resolving issues in a timely fashion and delighting customers
• Willingness to learn new technologies and skills.
• Ability to provide excellent communication and customer service skills by balancing technical knowledge and people skills.
• Ability to problem solved and propose iterative solutions clearly and concisely.
• Ability to handle sensitive data and maintain strict confidentiality.

What We Offer

• The rate range for this position is $27/hour to $30/hour.  Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.  Business Wire reserves the right to modify this salary range at any time.


• Business Wire’s total rewards include:
• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

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