Customer Support Team Lead

Company: Resonate
Location: Reston
Posted on: May 3, 2021

Job Description:

Customer Support Team LeadReston, VAResonate is disrupting the marketing and advertising landscape with cutting-edge technology that brings together real-time survey data and insights on over 230 million consumers and online behavioral data all in one platform. Resonate has pioneered a completely new way to identify, understand, and engage highly targeted audiences by uncovering 13,000 individual attributes that identify their underlying values, beliefs, and motivations. We get to the heart of why consumers do what they do and the products, companies and causes they support.TheCustomer SupportTeamLeadwillplay a player/coach role fora team ofCustomer Support resourcesresponsible forsupportingResonatesSaaSand Managed Services customer base.TheTeam Lead will workcollaborativelywith Customer Success, Integration Operations, and Engineeringresourcesina multi-tiered support frameworkto resolve customer questions andissues.A strong customer service mindsetandhands-onapproachwill bekey to succeeding in this role.TheTeamLead willstandardize1sttier supportservices and proceduresandstreamlineany discovered inefficiencies.Theywill play a key role in the continued development ofour customer support function.This is a newteam androle at Resonate we are introducing to aid in increasedcustomer satisfaction and retention of Resonate solutions.ResponsibilitiesSuccessfully respondto, prioritize,resolve,andas needed,escalate,1sttiercustomersupportrequestsfrom customersand internal client-facing team membersDevelop anddemonstrateexpert knowledge of the Resonate Ignite SaaSplatformTroubleshootand triageissues withthe Resonate Ignite platform and related partner/integration platformsCollaborate with keyinternal stakeholders to create andmaintain1sttiersupportteamprocessesanddocumentationCompile and analyzemonthly reporting ofkey 1sttier supportmetrics and KPIsIdentify/developopportunitiesto enhance productivity and performanceof the customer support teamDirect and overseecustomer supportteam membersQualifications & Experience RequirementsMinimum3yearsexternalcustomersupportexperience, SaaS preferredExperience working in and managing ticket tracking systems (Salesforce Service Cloud, Zendesk, JIRA, or similar)DataAnalyticsand/orAdvertisingOperations experience preferredSupportTeam Lead ExperiencepreferredDemonstratedcustomerservice,troubleshooting, anddiplomacyskillsDemonstratedeffective writtenandverbalcommunication, to bothinternal & externalcustomersExcellent organizationskillsand attention to detailProven effectivenessworking within amulti-tieredcustomer supportframeworkPersonal Success CharacteristicsThe ability to balance and prioritize multiplecustomer support issuesand remain calm under pressureStrategic problem solver,self-motivatedand canmanage change in a positive mannerAbility toquickly gainproficiencyin new applications and technologiesStrongleadership and coaching skillsCollaborative team playerthatholds themselves and others accountable tohighperformanceHigh levelof personal drive and discipline with a desire to grow professionallyAbout Resonate:Resonate is a pioneer in A.I.-driven consumer data & intelligence. The Resonate Ignite Platform seamlessly enriches any data with the deepest understanding of the U.S. consumer and then integrates into the marketing ecosystem to drive insights into action. Resonate Elements, our proprietary consumer data set, has more than 13,000 attributes, including the Human Element that describes why consumers choose, buy, or support certain brands, products or causes. Hundreds of leading brands and agencies use Resonate to better understand their customers and prospects and power decision-making from strategy and execution to drive growth and revenue across the customer lifecycle.Headquartered in Reston, Virginia, Resonate is privately held and backed by Argentum Capital Partners, Revolution Growth, Greycroft Partners and iNovia Capital. Resonate has been named a best place to work for the last 7 years.More Information:Find out more about our story atoffers a competitive compensation and benefits package.

Keywords: Resonate, Reston , Customer Support Team Lead, Other , Reston, Virginia