We're excited to welcome a Technical Team Lead to our Client Experience/Support team! In this role, you'll handle escalated support cases, guide and mentor our dedicated team, and ensure we deliver top-notch service. If you’re experienced in technical support, eager to learn new tools like Salesforce, and enjoy leading a team to success, we’d love to hear from you!
You will:
- Oversee customer support case escalations, ensuring timely and effective resolution.
- Act as the HR manager for the support team, handling recruitment, training, and performance management.
- Manage team training and growth, fostering a culture of continuous learning and improvement.
- Conduct case QA to ensure adherence to SLAs, high CSAT scores, and provide coaching and training as needed.
- Collaborate with other departments to improve support processes and customer satisfaction.
- Learn and quickly adapt to Salesforce, our primary platform for our product, and understand our .NET-based applications (no .NET experience required).
- Handle escalated support cases, ensuring timely and satisfactory resolutions.
- Lead and manage the support team, providing mentorship and guidance.
- Conduct regular training sessions and workshops to improve team skills.
- Monitor support case metrics, ensuring SLAs and CSAT scores are met.
- Perform quality assurance on support cases, providing feedback and coaching to team members.
- Collaborate with the product and development teams to address recurring issues and improve product performance.
- Maintain up-to-date knowledge of Salesforce and our product suite to provide effective support.
You have:
- Salesforce Administrator Certification
- Native in English, both written and verbal.
- Bachelor’s degree in computer sciences (or any relevant field) or equivalent work experience.
- Proven experience in a technical support role, with a focus on escalations and team management.
- Strong leadership and HR management skills.
- Excellent communication and interpersonal skills, with the ability to coach and mentor team members.
- Ability to quickly learn and adapt to new technologies, particularly Salesforce.
- Strong analytical and problem-solving skills.
- High attention to detail and organizational skills.
- Direct experience with Salesforce or a similar CRM platform.
- Familiarity with .NET-based applications
- Experience in quality assurance , training or software support environment.
- Previous experience managing a technical support team is highly desirable.
Top Skills
What We Do
InvestorFlow is the only company of its kind to deliver industry specialized CRM, built on Salesforce, and digital portals to help alternative asset firms find opportunities, create and manage relationships, and turn relationship insights into action with increased productivity and transparency.
