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Team Lead, Customer Support

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Singapore Ex Libris Full time

The Team Lead is a key member of the Customer Support Management Team and is responsible for overseeing the delivery of customer support to Innovative’s customer base. The incumbent will lead and coordinate the day to day activities of a group of customer-facing support staff responsible for analyzing, troubleshooting and resolving issues with Innovative software.
- Responsibilities
- Delivers essential functions of Team Lead role.
- Leads assigned team to deliver consistently high standards of customer support.
- Escalates and facilitates resolution of urgent and strategic issues and accounts.
- Assists Director and Managers in tracking team and individual ticket closures metric and reacting as needed.
- Maintains a thorough understanding of incoming ticket volume and causes.
- Manages and/or participates on task forces and other project teams across departments.
- Works with Managers to evaluate workflow needs in order to investigate and provide recommendations for solutions.
- Leads team to deliver consistently high standards of customer support.
- Maintains team schedule, including shift and holiday coverage.
- Assists in assuring team adherence to department case management, response and resolution requirements.
- Escalates and facilitates resolution of high severity customer issues.
- Works with management team to evaluate and make recommendations to improve department procedures.
- Provides training, coaching, and mentoring to team members as needed and proactively monitors performance.
- Provides performance feedback on team members and provides input to performance reviews.
- Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance.
- Additional Responsibilities
- Presents, learns and applies new technology as needed.
- Experience and Qualifications
- Master’s degree in library science or equivalent experience.
- Minimum 5 years of experience in software or technical support.
- Minimum 1 year of leadership responsibility
- Critical Knowledge, Skills, and Abilities Requirements
- Familiarity with library and information management trends and practices.
- Excellent interpersonal skills and an aptitude for technical detail.
- Excellent written and verbal communication skills.
- Demonstrated commitment and ability to provide exceptional customer service in a rapidly changing environment with competing priorities and deadlines.
- Strong ability to strategize, plan and implement change.
- Strong ability to foster effective working relationship and build consensus.
- Strong hands-on leadership people skills.
- Strong ability to lead a high-performing team.
- It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.