Customer Care Technical support Specialist
Core
Lead a team of customer care specialists to provide day-to-day support, manage escalations, and ensure successful customer implementations.
Role type
Senior Customer Care Team Lead (Technical Support)
Builds
Customer account success and implementation delivery
Domain
Media analytics and audience measurement
Deliverable
client delivery
Required skills
Team leadership and mentorship, Salesforce/Zendesk proficiency, complex technical troubleshooting, stakeholder management, project coordination
Preferred skills
French or Portuguese language skills, knowledge of custom software applications
Responsibilities
Monitor daily queue management and assist with workload distribution, mentor team members to support department performance, serve as SME for key customer accounts and lead client meetings, diagnose and troubleshoot complex product issues, coordinate special projects and maintain documentation, participate in on-call support rotation
