Role Overview
The Customer Support Lead will be responsible for line-managing a team of Customer Support Agents based in North American time zones. Providing exemplary support to Sapling and Kallidus Group clients in accordance with our commitments to customers and company Values. As well as playing a key role in supporting, mentoring and guiding the Customer Support team, upskilling new joiners and working collaboratively with other departments to ensure success.
This role is predominantly customer facing and a winning candidate must have a clear outcomes-focussed approach to resolving customer issues, a growth mindset, and be equipped to support the rest of the team to do so. By ensuring processes are followed, maintaining clear communication with customers and colleagues and working towards continual improvement focussed on quality.
The Customer Support Lead acts as the single point of contact for some customers, will be involved in investigation, knowledge share and will ensure that customers are kept up to date with the status of their requests until they are fully resolved.
This role is approximately 60% Customer Support and 40% leadership & management.