Litera Careers

Description

The Opportunity: As a Team Lead – Product Support, you will lead a team of Product Support Executives who provide front-line triage and problem solving directly to customers of the Foundation product within the Firm Intelligence Business Unit. You will be responsible for creating a high-performance team, driving support improvement initiatives, managing customer escalations, and ensuring the highest levels of customer satisfaction. In this doer/manager role you will be expected to lead by example and to create a positive, friendly environment that promotes talent retention.

A Day in the Life:

• Provide technical leadership for support issues and ensure solutions within customer committed SLAs using a global service desk
• Help to manage our 24/5 work hours and workforce planning
• Coach team members in dealing with customer issues
• Ensure the highest levels of operational excellence and customer satisfaction
• Develop and track performance metrics to better identify, measure and improve opportunities in processes, tools, and training
• Provide required product/trouble shooting training to reduce the number of tickets escalated
• Handle customer escalations per the processes and best practices to help drive high customer satisfaction
• Review day-to-day operational issues and actively work to remove impediments for the team
• Cover support shifts as needed to provide customers with timely, accurate, and helpful answers to their support questions
• Ensure active support issues are recorded accurately in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
• Ensure cases are resolved within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics

Role Progression:

Within 1 month, you will:

• Complete the 30-day onboarding program and pass all certification knowledge checks
• Attend daily Customer Experience team standup meetings to learn from peers and understand customer needs
• Shadow experienced team members during their support shifts

Within 3 months, you will:

• Complete the 90-day onboarding program and pass all certification knowledge checks
• Coordinate support shift schedule in collaboration with US team members
• Provide regular reports of support metrics
• Respond to customer escalations
• Cover support shifts paired with an experienced partner

Within 6 months, you will:

• Complete the 180-day onboarding program and pass all certification knowledge checks
• Independently cover support shifts as needed and take ownership of support cases
• Monitor team performance and implement process improvements and training to address gaps
• Analyze issues/trends and provide recommendations to the leadership team

About you:

• 8+ years of solid experience in a customer-facing, technical support environment managing a multi-cultural, successful team.
• Bachelor’s degree (include BCA holders as well)/Diploma Degree in Computer Science or Information Technology
• Ability to mentor, motivate and lead the team of technically strong support engineers
• Ability to work collaboratively within a team environment to meet aggressive goals and SLA requirements
• Proven ability to communicate, develop and maintain relationships with customers and at all levels of organization
• Must excel in a fast paced, diverse environment
• Excellent interpersonal and presentation skills
• Ready to work in US/UK shifts
• Strong experience in handling US Support
• Possess excellent English Spoken skills
• Strong MS Office skills
• Familiarity with law firms and legal technology preferred

What sets us apart?

• Work with an experienced team that has a proven track record of excellence
• Have the opportunity to learn new tools and trends in software support as we build a best-in-class customer experience
• You’ll be challenged and encouraged to broaden your skills
• Great health benefits, PTO and holiday policies, & more!