Hootsuite

We’re looking for a Team Lead to help us lead a talented team of collaborative, dedicated and friendly Enterprise Customer Support Advocates. As an Enterprise Team Lead, you will work closely with your team of Enterprise advocates, the extended Customer Support leadership and various departments throughout the company to drive the success of our customers and your team. You will engage and partner closely with the Customer and Expansion teams to ensure service excellence is delivered to our Enterprise clients by ensuring appropriate business processes are in place, optimizing workflows and driving engagement between the client and the advocates to ensure customer support fulfillment. This is a hybrid role and is open to applicants located within commuting distance of Mexico, City. In this role, you will report to the Manager, Customer Support.

• Por favour asegúrese de que su currículum y su solicitud estén en inglés.**

WHAT YOU’LL DO:

Team Lead:

• Support, mentor and coach team through regular one-on-ones while providing ongoing guidance and subject matter expertise as it relates to customer service and Hootsuite's products and features
• Lead comprehensive Cadence review conversations to discuss committed goals specific to individual contributions, capabilities and career development opportunities throughout the year
• Actively engage and contribute in the review, design, and implementation of new workflows and standard operating procedures to improve customer experience and drive operational efficiency and effectiveness
• Maintain up to date knowledge of customer support and workforce/resource processing rules, policies, procedures, system requirements, terminology and other information related to the provision of customer support operational services to customers, through continuous learning initiatives.
• Partner with the Workforce Management team to help manage shift coverage schedules, track/manage absences and vacation allocations
• Responsible for conducting and completing the Quality Assurance (QA) process and CSAT Service Recovery processes; evaluate advocate interactions and review provided feedback with your advocates
• Contribute in our quarterly OKR process, helping own or assist with projects/initiatives to improve internal workflows or customer experience
• Support the management team in the hiring process, with an aim of attracting and hiring desirable Customer Support Advocates

Customer Interaction:

• Champion and foster a ‘customer first’ mindset within the team to proactively address and resolve customer questions, issues, and concerns
• Partner with Customer & Expansion colleagues to address/resolve escalated customer interactions and actively engage in meetings/initiatives to help support customer retention and growth
• Assist our customers and colleagues with prompt, friendly and accurate help through any medium or channel (including email, phone, chat/messaging, social and public forums)
• Participate in the delivery of customer facing Support Enablement sessions to Hootsuite’s highest-valued customer accounts as part of new customer onboarding workflows
• In times of high volume or resource shortage. troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
• Provide advice, subject matter expertise and knowledge transfer to team members in specific areas of customer service, Hootsuite products and features, use of online systems, policy and procedure interpretation, setting priorities and related areas
• Prepare, publish and deliver customer support ticket reviews/deep dive analysis as required, to support customer retention and growth initiatives
• Perform other related duties as assigned

WHAT YOU’LL NEED:

• Ample leadership experience working in a contact center, workforce management environment or related industry servicing multiple channels, SLAs and varying KPIs
• Customer support experience, preferably in a SaaS organization serving Enterprise customers.
• Experience with standard contact center applications and systems, including IVR, ACD, Ticketing, Chat platforms and WFM.
• Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration.
• Experience in leading distributed teams from multiple geographies and disciplines.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Negotiation: successfully obtains commitment to a solution or idea, while maintaining integrity and relationships
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

In all we do, our six guiding principles light the way:

Step Up: Dare to go beyond the expected to achieve greatness. #StepUp

One Team: Make Hootsuite a place we soar together by respecting each other's individuality, building trust, and showing up for the team. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-IA #LI-Hybrid