We are seeking a proactive and customer-focused team leader to lead a dynamic support team. The ideal candidate will be confident in their ability to deliver excellent customer service, ensure timely issue resolution, and coach team members.
">Key Responsibilities:
* Lead, mentor, and motivate a team of support agents to deliver exceptional customer service.
* Monitor team performance, set Key Performance Indicators (KPIs), and conduct regular reviews.
* Provide training and upskilling opportunities on Retail Express POS features and support best practices.
* Organize regular team meetings and feedback sessions to foster collaboration and continuous improvement.
Client Support & Issue Resolution:
* Oversee the resolution of Level 1 and Level 2 technical support tickets related to POS, including hardware, software, integrations, and connectivity.
* Act as an escalation point for complex or high-impact issues.
* Ensure Service Level Agreements (SLAs) are met, and customer satisfaction remains high.
* Liaise with product and development teams to report bugs, suggest enhancements, and track issue resolution.
* Build strong relationships with key retail clients to understand their needs.
Process & Quality Improvement:
* Review and improve support workflows, documentation, and knowledge base content.
* Implement best practices for ticket management and customer interactions.
* Analyze support trends and recommend process changes to reduce recurring issues.
Required Skills & Qualifications:
* At least 2 years of experience in a support or help desk leadership role.
* Strong knowledge of POS systems.
* Excellent communication and interpersonal skills.
* Ability to troubleshoot software and hardware issues.
* Experience working in a fast-paced, customer-focused environment.
You exemplify our core values:
* Customer Obsessed
* Extreme Urgency
* Excellence
* Resourceful
Benefits:
* Opportunity to lead a dynamic support team.
* Ongoing professional development.
* Work with a fast-growing company at the forefront of retail technology.
* Flexible work arrangements with a hybrid of in-office and Work from home.
What We're Looking For:
* A strong team player and motivator.
* Analytical and solutions-oriented.
* Empathetic, patient, and customer-centric.
* Organized with excellent time management.