Site Manager Team Lead, Customer Support

5 days ago

Singapore Clarivate Full time

The Site Manager 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 Site Manager 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.

  • Customer Support Lead

    1 week ago

    Singapore SMARTRX PTE. LTD. Full time

    Responsible to plan and execute customer support in an effective and efficient manner, providing the highest levels of customer support and the best possible financial performance. **Responsibilities**: - Lead customer support team, including setting goals, providing training & support, and evaluating performance. - Configure equipment based on customer...

  • Customer Support Team Lead

    3 days ago

    Singapore SUSE Full time $90,000 - $120,000 per year

    About UsAlways open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads,...

  • Customer Support Team Lead

    5 days ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Customer Support Team Lead ensures smooth flow of inquiries and complaints through effectively managing the team. Motivates, coaches, inspires, trains and directs the assigned team members. They also provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal...

  • Desktop Support

    11 hours ago

    Singapore INFINITE COMPUTER SOLUTIONS PTE LTD Full time

    **Title : Desktop Support -Assistant Team Lead** **Duration : Permanent** **Location : Alexandra Hospital** **Working days : 5.5 Days(24*7 on Call Support) **Responsibilities** - Able to handle premium users (VVIP); - Able to manage Site Operation; - Oversee the day-to-day running operations of the Deskside Engineers and/or Site Operation ; - Oversee the...

  • Business Customer Support Senior Team Lead

    2 weeks ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Wise is a global technology company, building the best way to move and manage the world’s money. **Min fees. Max ease. Full speed.** Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team,...

  • Business Customer Support Team Lead

    2 days ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    In this role, you will lead the Business Customer Support team, ensuring an exceptional level of service by establishing and maintaining Quality Assurance and Quality Control processes. Our Business Customer Support team is the primary point of contact for Wise business clients, so all inquiries must be handled with efficiency and professionalism. Your main...

  • Business Customer Support Team Lead

    2 days ago

    Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

    Roles & ResponsibilitiesWise is looking for an experienced and driven leader to join our Business Customer Support team in Singapore. The ideal candidate will help us maintain and enhance our reputation for customer service excellence throughout the APAC region. The Business Customer Support Team Lead is a key leader responsible for building robust teams and...

  • Site IT Lead/ Sr. Site IT Support

    11 hours ago

    Central Singapore Livent USA Corp Full time

    **Position Summary**: This role oversees IT operations for the Singapore office, managing the full scope of technology functions to support team productivity and business objectives. Reporting to the Senior Manager IT, the Site IT Lead serves as the primary point of contact for all IT-related needs, providing hands-on technical expertise, strategic...

  • IT Support Team Lead

    1 week ago

    Singapore TIKTOK PTE. LTD. Full time

    TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. **Why Join Us** At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for...

  • IT Support Team Lead

    7 days ago

    Singapore TikTok Full time

    Responsibilities TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to...