Shift Lead, Product Support (Flexible Schedule Model)

Job description

Posting Type Hybrid: Job Overview: Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements? The Shift Lead will be responsible for ensuring the Product Support team meets defined KPIs to deliver a consistent, positive experience for our customers during their designated shift. The Shift Lead will also be responsible for ensuring there are smooth operational transitions from one shift to another and ongoing customer needs are appropriately addressed. This role will ensure that service levels are effectively managed, and customer expectations are achieved or exceeded. The Shift Lead works closely with the Senior Shift Lead, Support Management and the WFM team, and monitoring that all staff are producing at the expected level and abiding by established guidelines including; attendance, lunchtime, breaks, and all other team metrics . This role will report to the Manager of Product Support. This role operates under the Flexible Schedule Model, with 8-hour shifts scheduled within flexible time windows (6am-12am CEST) to support global coverage (compensation differential a...