Team Lead- Product Support, Customer Service and Support Team
Are you someone who believes that Customer Service, support and relationship are the key drivers of an organization's success Are you passionate of providing the best customer experience both internally as well as externally and a great communicator If yes, then this might be the right opportunity for you to help you contribute to the growth of the leading business solution provider (Thomson Reuters- Great Place to Work Certified) through our legal and tax products .
This role assists with day to day management of customer support. This role is a blend of management and hands on operational duties, such as responding to customer queries and taking calls. A key requirement of the role is to take a proactive approach to maintaining knowledge, skills and being abreast of what both customers and staff are experiencing.
About the role:
In this role as a Team Lead- Product Support, you would be involved in:
Manage a team of Technical support employees.
Coach staff to deliver excellent customer service.
Maintain and improve key performance measures
Proactively manage customer issues and may act as the first level escalation for the team.
Deliver key projects to improve customer service. Proactively contribute ideas to the Management Team.
Recruit and select staff that will fit within the team and meet key criteria for the role.
Ensure staff understand and are adhering to procedures.
Work with the team to reduce the volume and time of outstanding service requests.
Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods.
Complete call assessments and coaching targets for team.
Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
Accept additional projects or areas of responsibility to improve performance.
Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships
Facilitate Development meetings communicating issues to Dev, and also new enhancements back to the floor
Work closely with training and instructional designers to build and evolve training materials
Identify gaps/process changes needed and implement changes
Collaboration with Training and Workforce Management
Create product specific feedback reports for various product development team
About You:
You are a fit for the role of Team Lead- Product Support, if your background includes:
Sound appreciation and knowledge of Thomson Reuters data and products, their use and applicability to the markets they are intended to serve.
An ability to anticipate the impact of changes to systems and data services etc. on customers.
Well-developed problem-solving and decision-making skills.
Ability to communicate effectively both verbally and in writing.
Practical understanding of performance measurement statistics and using them to drive high performance. Some knowledge of project management techniques.
Specific Skillset: Customer Experience (CX); Customer Queries; Customer Service; Decision Making; Microsoft Office; Microsoft Word; People Management; Product Support; Team Management; Technical Support; Time Management; Work Management
This role requires you to work in Night shifts: 9:00 pm-6:00 am. It can also change to 6:30 PM to 3:30 AM, 07:30 PM to 04:30 AM, 08:00 PM to 05:00 AM as per business needs.
8 + years of related Work Experience (Note: 1-2 Years of Team Handling experience towards customer facing role working in US hours.)
Work Mode: Hybrid (3 days a week- mandatory Work from office- might differ as per business needs/deliverables).
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What's in it For You
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work How about a team that works every day to create a more transparent, just and inclusive future At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
