ZoomInfo is looking for an experienced, results-oriented Team Lead who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals. You will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries. The hours of this position are US, Eastern Time Zone, some flexibility may be required based on business needs. This Team Lead will oversee a Tier I technical support team and have the following responsibilities:
What you'll Do:
Team and People Management
- Manage a team of individual contributors to drive customer-focused results by delivering consistent feedback and coaching, setting goals, and carrying out effective career-planning conversations
- Address growth areas with individuals and as a team, and develop action plans for improvement
- Liaison between Senior Leadership, managers, team leads, and team members to define and manage team expectations regarding scope of work and responsibilities
- Oversee onboarding of new team members to plan, schedule, and provide guidance throughout the onboarding process
Process Management
- Track the teams standard KPIs, including, but not limited to, CSAT, Time to First Response (TTFR), Time to Resolution, Time to Escalation, and ticket types by channel
- Create policies, procedures, and processes for the team to ensure customers receive excellent and consistent service
- Train employees on a variety of processes, tasks, and products to ensure maximum knowledge retention
- Document best practices and other useful information to better enable our customers through our online support tools
- Identify volume and team performance trends to drive process improvements as needed; communicate recommendations and findings to senior leadership as needed
Customer and Escalation Management
- Provide day-to-day support for our growing customer base, including both incident management and workflow recommendations to ensure customers can get the most out of our platform
- Act as a player/coach to support the team and customers with questions, concerns, and issues with our platform; learn third-party products and their integrations to educate and guide customers on usage and product adoption
- Effectively triage and manage escalations to engineering teams for issues that can t be resolved by Customer Solutions
- Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction, contributing to a successful renewal
What You Bring:
- bachelors degree and people management experience preferred
- Minimum of 1 year of experience at ZoomInfo or equivalent industry experience
- Proven ability to multi-task and successfully manage multiple priorities simultaneously
- Must have a strong attention to detail and a self-directed problem solver
- Ability to adapt and pivot in a fast-paced, ever-changing environment
- Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
- Experience working with CRMs, including Salesforce.
- A strong sense of urgency
- Ability to empower end-users to support themselves using our online training resources
- Excellent organizational, written, and oral communication skills - You must be able to convey technical jargon in a wide array of syntax from beginner-level users to developers
- Ability to evaluate, troubleshoot, and follow up on customer issues as we'll as replicate and document for further escalation
- Highly organized and able to manage multiple projects and priorities
- A desire and aptitude to learn
- A positive attitude
- Comfortable with and excels at communicating with confidence in ambiguous scenarios
