Customer Support Team Lead, Americas

New York, New York, USA Customer Support Temps Plein
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
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Falcon.io, a Cision company, is a Danish born social media management platform rapidly expanding our presence in the North American market with focus on growing our Customer Experience team in the NYC office.  The Team Lead Support will be the go-to person for our US Customer Support Specialists for operational management and assistance in difficult cases. You’ll need a complete understanding of our product and the high levels of service quality we need to deliver. 
 
You will be overseeing customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Your ultimate goal is to deliver outstanding customer support and develop strong customer relationships. Because this role balances direct customer support with team coordination and oversight, you will serve as a liaison between Customer Success, R&D and our customers to achieve common objectives. 

Responsibilities:

  • Build and manage a high-performance US Customer Support team  
  • Coach and mentor team members to deliver the highest standards of customer experience and resolve customer inquiries, evaluating business results and identifying opportunities for improvement, growth and increased customer loyalty 
  • Escalate recurring issues from the team to the stakeholders 
  • Master all processes and information, and lead initiatives to further improve on them and enhance current activities 
  • Schedule and distribute schedules, tasks and projects within the team 
  • Set clear objectives and ensure appropriate levels of engagement, feedback and development to continuously improve individuals' contribution
  • Provide 1-1 guidance on current role performance and career progression 
  • Provide insights and reports on team metrics and achievements 

Requirements:

  • 5+ years of experience in a technical support or helpdesk role 
  • 2+ years of experience managing a support team for a SaaS business 
  • Satisfaction in proactively finding new solutions to make support even better for your customers - we love managers who aren't afraid to share their ideas!
  • Impeccable written and verbal communicational skills 
  • Ability to shift seamlessly between the role of player and coach by answering chats, emails, and resolving escalations 
  • Ability to thrive in an environment built on self-motivation as a pillar for the team
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest and Sofia. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.

Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. We believe diversity, equity and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
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