Job Title: Support Lead - Customer Care (maternity cover)

Job purpose:
Support Lead 1st level Customer Care is the professional and planning leader of the Customer Care team. There is no disciplinary or budgetary responsibility per se for the Customer Care Support Lead, however awareness of main budgeting and disciplinary process principles is key for fulfilling this function. In their capacity of Support Lead, Support Leads report directly to the Head of Customer Care, and indirectly to the Director of Customer Care. There is more than one Customer Care Team. The scope of activities of the Support Leads is similar, but their teams are made up of different employees.
In addition to the scope of duties described below, Customer Care Support Lead is a representative of the department in external and internal meetings. Customer Care Support Lead is responsible for the execution of the team development strategy, including talent development, succession planning, and retention of key talents. In doing so, the guidelines for the above are aligned with the Head of Customer Care.

Main tasks:
• Controlling the achievement of company strategy relevant for the department
• Controlling the achievement of department objectives
• Delivering efficiency gains in key areas of activity
• Ensuring the role modeling of company values
• Managing specific contributions from Customer Care to strategic projects in project management phase
• Continuous knowledge transfer toward the teams in EU, US, and Asia

Responsibilities:

- Personnel:
• Managing team capacity and workload allocation, including responsibility over leave plans and shift schedules
• Executing the role of hiring manager for the department in recruitment process
• Assessing personnel and planning personal development, corrective measures, and succession
• Monitoring workload and steering the efficiency gains in the department
• Ensuring the continuity of support and of the team structure through careful planning of leaves based on support needs and SLAs agreed with customers
• Organizing team meetings, weekly/monthly/quarterly/half-yearly/yearly reviews to brief the teams on the achievements and the objectives still to be achieved
• Manage partly performance reports, by providing first-hand data on capacity use and workload allocation

- Customers
• Be second point of contact for customers (whereas team members act as first point of contact, Team Leaders act as a first escalation point)
• Analyzing incoming customer requests to identify patterns, common support schemes, as well as new knowledge/refresher knowledge needs in their team
• Ensure customer documentation is filed based on best practices and internal standards
• Revisit internal processes and improve them based on findings
• Assist in communication during crises
• Managing, prioritizing, and planning support tasks
• Representing Customer Care by request in internal forums, and in customer meetings

- Tooling
• Assessing the usage of the tools in the department
• Improving tooling in the department

Accountabilities:
• Managing the full process of support lifecycle across a variety of related tasks, helping superior to improve the level of support provided by Customer care colleagues. Promotion of strategy and company values.

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We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
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