Support Team Lead

Summary/Objective

A Support Team Lead is a seasoned professional responsible for overseeing and guiding a team of support agents in resolving customer inquiries and issues. They provide mentorship, assist with questions or escalations, keep the CRM updated, and support the manager in meetings. As the first point of contact for the team, they train and motivate members, set realistic goals, and ensure all emails, chats, calls, and voicemails are answered by the end of each day. They look for growth opportunities, assist with supervisor calls, and encourage innovative thinking. The role involves a 70/30 split between hands-on production work and managerial duties, emphasizing direct involvement in customer support tasks to enhance the team's operational success and client satisfaction.

Core Job Duties

• Supervise team members
• Handle confidential information with discretion
• Troubleshoot, test, and resolve technical issues reported by users to identify and fix bugs, performance issues, and other defect.
• Ensure team members track key metrics and report to the
• Conduct QC spot-checking when reviewing metrics for red
• Work alongside the team 70% of the time to assist with workload and
• Conduct 15-minute check-ins twice a month with team members
• Attend monthly 'TL Collaboration' meetings to focus on leadership skill
• Work with the manager to set team goals .
• Participate in interviews when hiring for the specific
• Approve timecards/PTO and report coverage issues to the
• Work through a coverage plan for the team and report any issues to the
• Help the manager assess the impact of any challenges/issues before forwarding them to outside teams (e.g., HR, Product, Sales, ).
• Assist with project management
• Manage customer accounts and
• Handle employee relations issues and
• Other duties as assigned

Job Complexity

Works on issues of limited scope. Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

Supervision

Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit. Generally

Experience

• 1 year of experience in support
• Typically requires a Bachelorʼs degree and a minimum of 2-3 years of direct experience; may not require prior management

Scope

Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

Discretion

Erroneous decisions or failure to achieve results may cause delays in schedules.

Minimum Qualifications

• High school diploma or equivalent
• A year of experience in Support
• Strong communication skills
• Leadership Skills
• Strong written and verbal Skills
• Logic & Analytical Testing Skills
• Problem-solving
• Project management
• Excellent multitasking skills and task management strategies

Preferred Qualifications

• 2 years of experience in support is
• Experience in de-escalation preferred
• Experience in leadership preferred
• Basic computer skills preferred
• Basic software knowledge preferred
• Skills in Excel, Word, and Google Docs preferred

Physical Demands

Must be able to remain in a stationary position for prolonged periods of time while maintaining concentration and accuracy in data entry. Ability to work under a moderate stress level consistently.

Travel Required

Up to 15% travel.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification Non-exempt Location

Any, approved US states only.

Effective Date: 01/01/2022 Internal Job Title

Support Team Lead, Direct Support Team Lead, Partner Support Team Lead, Team Lead

About ApplicantPro

ApplicantPro, a trailblazer in hiring solutions since 2007, is dedicated to transforming the recruitment experience for businesses. We provide affordable and effective hiring solutions, collaborating closely with HR software providers and integrating seamlessly with job boards. With a mindset grounded in abundance and humility, our customizable hiring solutions cater to startups and large enterprises alike. Over 18 years, we've grown into a trusted partner for 9,000 organizations, offering an HR-led ATS solution, recruitment marketing services, and full-service hiring. Committed to our values, we focus on solving problems, thinking smart, and staying empathetic, ever-expanding to meet evolving client needs while streamlining the hiring journey. For more information, visit https://applicantpro.com/.

ApplicantPro is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. ApplicantPro is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit https://applicantpro.com/careers/ for more information regarding our incredible culture and focus on our employee experience.

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