Team Lead

Reports To

Senior Manager, Technical Support

What You Will Be Doing

The ideal applicant exemplifies an understanding of ChargePoint processes and team dynamics across the business, as well as the exceptional coaching and motivational skills necessary to attract, engage, and grow top people on a high-performance team. He or she will be in charge of directly or indirectly leading a team of technical support engineers to provide world-class customer service.

Responsibilities:

.     Building high-performance teams, fostering employee growth, and forging a common goal.
·      The distribution of workload among team members, including the use of modern case management strategies.
·      Taking part in projects that cross functional boundaries and concern product or service offerings.
·      Identifying and addressing problems that affect the product support globally.
·      Takes responsibility for the entire customer experience of the team and manages escalated issues.
·      Builds a link between the technical and business aspects of customer engagements.
·      Manage significant escalations at the executive level for strategic accounts; provide timely internal and external reports to all levels of management to maintain knowledge of progress and identify any obstacles to resolution.
·      Work together with customers to define success goals and make sure they can reach them. To guarantee that goals and associated measurable KPIs are effectively attained, conduct continuing, routine reviews.
·      Retain at-risk accounts by gaining the confidence of customers and showcasing dedication and assistance.
·      Ensure customer satisfaction, coordinate internal partners in functional areas such as product management, technical assistance, and engineering.
·      Lead the investigation and resolution of issues as the final point of escalation and in collaboration with customers, engineers, QA employees, product managers, and other customer service professionals.
·      Ensure that senior management is informed of any issue affecting customers, that they communicate with those customers, that they create and maintain documentation, that they produce regular reports on customer-facing technical               issues, and that they keep the team and management informed of any significant issues.
·      Collaborate with just about everyone who is a part of our company to solve problems and satisfy customers

What You Will Bring to ChargePoint
·      Tenacious commitment to customer-focused support
·      Comfort with making complex decisions and excited by “thinking outside the box”
·      Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
·      People, customer and Performance management skills
·      Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
·      Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict within the team or with cross-functional teams
·      Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation in the teams.
·      Sets high standards of performance for self and teams; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Requirements

·      5+ years of relevant work experience in People, Performance and Customer Management in Technical Support Environment
·      Bachelor’s degree or equivalent
·      Willing to work in night shifts (EST/PST Time zone)
·      Excellent written and verbal communication, including presentation skills.
·      Has a proven track record of financial acumen, business savvy, and employee retention

Experiences desired:

·      Managed a span of more than 20 or more people directly or indirectly.
·      Demonstrated experience in leading teams of direct reports and resolving conflicts effectively.
·      Effective people management, Team Building, Leadership, and development skills.
·      Skilled at building high-performance teams, developing people and creating a shared vision.
·      Experience in improving productivity and efficiency in processes.
·      Demonstrates strategic and tactical skills in operational excellence.

Location

Bangalore, India