CUSTOMER SUCCESS TEAM LEAD at Pro-Vigil

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

20.0

Posted On

28 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Escalation Management, Training Facilitation, Content Review, Credit Calculation Oversight, Performance Monitoring, Trend Analysis, Reporting, Workload Distribution, Communication, Problem-Solving, Empathy, CRM Systems

Industry

Security and Investigations

Description

Job Overview: As the Customer Support Team Lead at Pro-Vigil, you will play a pivotal role in supporting the daily operations of our contact center and providing support to our Customer Success organization. Your responsibilities will include handling customer comments and complaints, ensuring a positive customer experience, and strengthening the relationship between Pro-Vigil and our clients. Key Responsibilities: * Support a team of Customer Success Associates, including handling escalations according to established Service Level Agreements (SLAs) as their first level of escalation * Lead and facilitate training sessions for new hires, ensuring a comprehensive understanding of Pro-Vigil products, services, and customer support processes. * Review and update existing training materials, creating new content as necessary to enhance team knowledge and performance. * Oversee escalated credit calculations and processing for all customer accounts. * Collaborate with the leadership team on new projects and initiatives as required. * Assist the Supervisor in monitoring team performance daily to ensure adherence to service level expectations, analyze trends, generate reports, and provide recommendations for continuous improvement. * Keep the team informed and trained on upcoming policy and procedure changes. * Effectively manage daily workload distribution among team members. * Perform other duties as assigned to support the overall goals of the customer support department. Qualifications: Customer Service Experience: Proven ability in providing excellent customer service, handling inquiries, and effectively resolving customer issues to ensure satisfaction and retention. Strong Communication Skills: Clear and effective communication both verbally and in writing, essential for interacting with customers, guiding team members, and collaborating across departments. Leadership Potential: Demonstrated potential to lead and motivate a team, whether through previous leadership roles, project management experience, or effective collaboration within teams. Problem-Solving Skills: Ability to analyze situations, identify solutions, and implement them promptly and effectively, crucial for addressing customer challenges and supporting team members. Technical Proficiency and Empathy: Basic familiarity with relevant tools (such as CRM systems) and a strong ability to empathize with customers, understanding their needs and concerns to deliver personalized support and maintain positive relationships. Requirements: * HS/Diploma/GED Required * Stable Work History * Ability to successfully pass background check and drug screen is required

Responsibilities

The Team Lead will support daily contact center operations, handle customer escalations according to SLAs, and oversee escalated credit calculations and processing for client accounts. Responsibilities also include leading training sessions for new hires and updating training materials to enhance team knowledge.