Team Lead, Customer Support

Job description

The role of the Team Lead, Customer Support is to ensure that customer issues are resolved in a timely, efficient, and optimized manner across the RouteOne ecosystem. This includes ensuring that RouteOne provides exemplary service to our customers through daily oversight of the Customer Support call center and ongoing case handling. Responsibilities include troubleshooting and escalating customer issues with RouteOne products and services, working to ensure issue resolution for dealers, interacting with expanded RouteOne partners and stakeholder teams to ensure resolution, and acting as subject matter expert on RouteOne products and services. This role requires exceptional communication skills, the ability to focus and direct solutions to problems, strong analytical abilities, and exceptional attention to detail and follow-through. Job Requirements: - Lead daily activities of Menu Operations Support team, adhering to established SLAs, monitoring team performance and providing support to team members to achieve their goals and support RouteOne’s customers. - Define key performance measures for the team and translate objectives for each team member to achieve those desired results. -...