Associate Team Leader, Support Level II

Job description

The Role: Morningstar is seeking an Associate Team Leader to support our US Level II Data and Product Support team in Chicago. This role is ideal for a proactive and client-focused professional ready to take the next step in leadership. You’ll help coordinate daily operations, mentor junior team members, and ensure high-quality service delivery across Morningstar’s platforms. The Responsibilities: · Support the team members in managing day-to-day operations of the Level II Support team in US. · Act as a point of contact for escalated client issues, ensuring timely and professional resolution. · Coach and mentor entry-level support specialists, fostering a culture of learning and performance. · Collaborate with internal teams (Customer Success, Product, Sales, Development) to streamline support processes and improve client outcomes. · Monitor service metrics and contribute to reporting on case resolution times and client satisfaction. · Assist in refining SOPs and implementing process improvements based on client feedback and team insights. · Participate in global support initiatives to ensure consistent service standards across regions. The Qualifications: · 4+ years of client serv...