Team Lead, Customer Support
Bucharest, Romania
3 zile în urmă

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  • Team Lead, Customer Support

    Bucharest, Romania Posted on : Apply Now Back to search Previous job Next job

    We’re looking for a Team Lead, Customer Support to help us lead a talented team of collaborative, dedicated and friendly Customer Support Advocates.

    You’ll be working closely with your team of advocates, the extended Customer Support leadership and various departments throughout the company to drive the success of our customers and your team.

    While based in Hootsuite's Bucharest office (post COVID19), you will report to the Manager, Customer Support.


  • Conduct regular one-on-ones with members of your team where you set clear expectations on what defines success including how their personal performance contributes to our overall goals and help them drive their personal development.
  • You celebrate their strengths with them by recognizing positive behaviour as well as coach them through areas for growth and improvement.

  • Identify training requirements, potential process adjustments and generally ensure optimal performance across channels by communicating trends, learning opportunity and team accomplishments towards global success.
  • Assist with the facilitation of onboarding & recruitment of new hires as required and in coordination with the training team
  • Participate in Quality Assurance (QA) process, assisting in the evaluation of advocate interactions and reviewing provided feedback with your advocates
  • Assist with escalations from your team, offering guidance or stepping in to find resolution with the customer.
  • Assist our customers and colleagues with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)

  • Familiarity with Hootsuite, Zendesk, Chat software, Payment software such as Aria & PayPal
  • Knowledge of the social networking industry and social analytics
  • Interviewing / Recruiting experience
  • Experience leading teams and coaching for performance
  • Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
  • Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
  • Can effectively cope with change, finding ways to advance work and projects
  • 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

  • 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.
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