Customer Support Team Lead

Job Summary:

BiblioCommons is looking for a Customer Support Team Lead to help guide our Support and Service Desk team. The Customer Support Team Lead will be responsible for leading our team of Product Support Specialists as they continue to deliver exceptional customer support to leading public libraries that use the BiblioCommons’ suite of patron experience solutions.

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We’re a mission focused, passionate and collaborative team that work together to help make our public libraries successful. If you’re a natural problem solver, enjoy diving into and learning technical solutions and are an excellent communicator, we would love to speak to you! We care deeply and genuinely about customer support and about the role it plays in making a customer-centric team successful - if you feel the same way, BiblioCommons might be the place for you! We know that every bit of work you do makes a real difference in making our customers happy.

How you’ll make an impact:

In this role you'll be working directly with the public library staff who use our world class suite of tools every day, while also managing the day-to-day of the Customer Support Team. You’ll be reporting to our Manager, Operations, providing a white glove, enterprise experience to our customer base, helping them navigate, configure, and support our products, as well as play a pivotal role internally as a representative of the customer. You will also manage customer escalations, and cross-team communications from the Support Team to other teams at the company, including Customer Success, Product, and Engineering.

Responsibilities:

• Identify areas of common confusion around product functionality and opportunities for improved documentation, additional learning, or functionality changes.
• Act as main escalation point for more complex tickets and customer troubleshooting.
• Work internally as the first point of contact between Support and other BiblioCommons teams.
• This role will be approximately 40% tickets, 40% team management and 20% mentorship/training.
• Take ownership of customer’s issues and follow problems through to resolution.
• Manage Support Team daily; set goals, monitor performance, assign tasks, mentor team with support best practices.
• Ensure customer satisfaction through the ticket experience.
• Consistently demonstrate strong written and verbal communications, problem solving, and team building skills.
• Participates in, and manages, On-Call Support rotation.
• Understands best practices for customer support; make tough calls about the priority of tickets and trade-offs.
• Develop and maintain existing Zendesk Macros to keep them accurate and helpful.
• Understands internal processes and customer support standards and engage with them to highlight areas of weakness or opportunities for increased efficiencies.
• Manage problem tickets, Critical Service Alerts in the Partner Portal, release monitoring.
• Manage larger Support Team projects.
• Influences whole team by giving back knowledge through experience, training, feedback and mentorship.
• Run team meetings.

What you’ll bring to the team:

• High level of customer service aptitude and ability to manage customer expectations with poise.
• Previous experience or exposure to Zendesk, JIRA, Confluence.
• Curiosity, you enjoy solving problems and diving into both technical and non-technical problems
• Empathy, you enjoy challenges and want to do what’s right for the customer, even if that means working internally with various stakeholders to find the right solution
• Big picture thinking - often see problems before they happen and advise on how to avoid support pitfalls
• Exceptional problem solving and diagnostic skills, you have a second nature for spotting trends in customer issues and know when to surface these internally
• Previous library experience, ideally in a technical services, IT or web services capacity.
• 5+ years previous experience working with SaaS technical support and management of a team.
• Outstanding communication skills - you know how to translate complex technical questions into an engaging answer whether you’re speaking with an experienced IT professional or a Senior Executive stakeholder at a library.
• Experience with BiblioCommons products and solutions is a plus
• Passion for learning about new tech - you're not a code-writer but are not scared of code and get the logic behind it!

BiblioCommons is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, colour, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.