Thomson Reuters

Team Lead, Technical Support - Operations Customer Service and Support

Highlights of the role include contributing directly to our organizational OKR’s by maintaining high Customer Satisfaction levels. The ideal candidate will be responsible for leading a team of Product Support Associates for TAP and Corporate customers. As the Team Leader, you will play a pivotal role in ensuring the highest level of customer satisfaction through effective leadership and support. 

About the role

In this opportunity as Team Lead, Technical Support, you will:

• Manage a team of customer support employees.
• Coach staff to deliver excellent customer service.
• Maintain and improve key performance measures
• Proactively manage customer issues and may act as the first level escalation for the team.
• Deliver key projects to improve customer service. Proactively contribute ideas to the Management Team.
• Recruit and select staff that will fit within the team and meet key criteria for the role.
• Ensure staff understand and are adhering to procedures.

About you

You're a fit for the Team Lead, Technical Support if your background includes:

• Candidate must possess at least a Bachelor's/College Degree, any field.
• Preferably someone with 2 years minimum experience supporting FinTech/Tax products in CS or Tech.
• Ensure the highest level of customer satisfaction through effective leadership and support.
• Work with the team to reduce the volume and time of outstanding service requests.
• Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods.
• Complete call assessments and coaching targets for team.
• Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
• Accept additional projects or areas of responsibility to improve performance.
• Collaborate with Training and Workforce Management and create product-specific feedback reports for various product development teams.
• Transition processes and be part of several stakeholder calls, liaise between Sales, Product Management, and Support (Cross-functional meetings, information sharing, handling widespread issues, process changes, etc.).

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-CS3

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. 

Accessibility 

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com.