Customer Support Team Lead

Role Overview

We are seeking a highly skilled and passionate Customer Support Lead to join our team at Fortress Security. You will be the frontline advocate for our customers, ensuring they receive timely and effective support while embodying our company's mission and values. You will leverage your expertise to drive customer satisfaction, resolve complex issues, and foster lasting relationships with our customers. You will play a key role in refining our support processes, implementing new strategies, and leading a team of dedicated customer support representatives.

Primary responsibilities include, but are not limited to:

• Manage and resolve customer inquiries through various channels, including mail, chat, and phone, to ensure a seamless customer experience.
• Assist customers in troubleshooting issues, providing clear and concise solutions to enhance their experience with our products/services.
• Maintain accurate records of customer interactions in our CRM system, ensuring data integrity and accessibility for future reference.
• Manage escalated customer issues and ensure timely resolution, maintaining high customer satisfaction.
• Lead the resolution of complex customer inquiries, utilizing problem-solving skills to provide effective and timely solutions.
• Serve as the primary point of contact for escalated customer issues, facilitating timely resolutions.
• Conduct follow-up communications to ensure customer satisfaction and retention.
• Develop a deep understanding of our products and services to provide accurate and relevant information to customers.
• Oversee the customer support team, ensuring high performance and adherence to service standards.
• Monitor key performance indicators (KPIs) to assess team performance and identify areas for improvement.
• Lead and mentor a team of customer support representatives, providing guidance and fostering a collaborative environment.
• Prepare and present reports on customer satisfaction metrics and improvement initiatives to senior management.
• Develop and implement effective customer support strategies and processes to enhance service quality and efficiency, foster long-term relationships, and drive retention.
• Contribute to the creation and refinement of support documentation, knowledge base articles, and training materials.
• Conduct regular training sessions for team members to enhance their customer service skills and product knowledge.

Qualifications

• 5+ years of experience in customer support, with a minimum of 2 years in a leadership role within customer service or relations
• A proactive, positive attitude, with a willingness to embrace challenges and learn from them.
• Passion for providing exceptional customer experiences and driving customer success
• Strong problem-solving skills with the ability to use data and think critically under pressure.
• Demonstrated ability to handle challenging customer interactions with empathy and professionalism.
• Proven track record of effectively managing customer relationships and resolving conflicts
• Exceptional communication and interpersonal skills with the ability to build rapport and trust with customers
• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment
• Ability to navigate and learn new software tools quickly.
• Basic understanding of customer relationship management (CRM) systems
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) or equivalent.
• Proficient in using digital communication tools, such as email, chat, and video conferencing software.