Customer Care Technical support Specialist
Core
Senior Customer Care Specialist leading a team to support new and existing customers, managing escalations, and ensuring successful account delivery.
Role type
Senior IC Customer Care Team Lead
Builds
Customer support operations and account success for media data clients
Domain
Media analytics and audience measurement
Deliverable
client delivery
Required skills
Team leadership and mentoring, Zendesk queue management, Salesforce case tracking, product troubleshooting, cross-functional coordination, on-call support management, key account management, SME on products
Preferred skills
French or Portuguese language skills, experience in research and problem resolution in digital environments
Technologies
Zendesk, Salesforce, Google Suite, Microsoft Office Suite
Responsibilities
Monitor and mentor a team of customer care specialists, oversee management of Customer Service queues, serve as primary contact for key accounts, respond and escalate product-related issues, manage workload and case activity, coordinate with internal departments to resolve customer issues, provide on-call support coverage
Seniority
Senior, hands-on IC with team leadership
