https://www.fradeo.com/de/kandidaten/deutsch-franzoesische-stellenangebote/customer-support-team-leader-german-speaking-m-f-d
Shadow
The Support team:
Therefore, the Support Team ensures an amazing Shadow experience.
Your role:
Your Goals:
- Monitor the production of your team and ensure your team is performing at a high level
- Coordinate with other Team Leaders to build out standard operating procedures
- Work in close collaboration with all the support and the company teams
- Answer customer requests by email, chat, and phone
- Diagnose technical problems encountered by the customer and guide them on how to make the most of Shadow’s service/product
- Proactively provide ideas and suggestions for improvement/creation of Help Center
- Monitor issues/news impacting customers and ensure your team is up-to-date with the latest workarounds and information
- Consolidate, analyze and communicate needs to improve the product
- Conduct weekly 1:1 meetings with your team and daily briefs with the entire Support team
Your Profile:
- You have a first-hand experience in a similar position
- You have a strong capacity to adapt and understand our customers’ needs
- You have experience using ticket management tools
- You have a passion for technology
- The computer and its components are no longer a mystery to you
- You are the new Sherlock, you know how to investigate and ask questions to solve a complex mystery
- You are at ease on the phone, empathetic, diplomatic, and a good listener
- You enjoy teaching and helping others
- You are autonomous and proactive in your tasks
- You are a team player, you will work closely with several teams to achieve common success
- You have excellent communication skills in English, and a native-level in German