Job Description

Position Overview: We are seeking a dynamic and results-oriented Customer Facing Team Lead to join our Talent Support team. The ideal candidate will be a passionate leader with a strong background in customer service. As a Customer Facing Team Lead, you will play a pivotal role in ensuring our customers success and satisfaction while guiding and inspiring your team to deliver exceptional service. Key Responsibilities: Customer Relationship Management: Build and maintain strong relationships with key customer accounts. Understand the unique needs and challenges of each customer and provide tailored solutions. Act as a primary point of contact for customer escalations and issue resolution. Monitors or reviews calls or other correspondence between representatives and customers. Prepares monthly reports summarizing the assigned customer service team s performance. Performs other related duties as assigned. Responsible for preparing Leadership presentation Team Leadership: Lead and mentor a team of customer-facing professionals, fostering a collaborative and results-driven environment. Ensure team members are well-trained and have the necessary resources to excel in their roles. Product Expertise: Develop an in-depth understanding of our Talent solutions. Provide guidance and support to the team in effectively communicating product features and benefits to customers. Process Improvement: Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness. Identify trends in customer inquiries and feedback to inform product and service enhancements. Collaborate with cross-functional teams to ensure a seamless customer experience. Qualifications: Bachelors degree in a relevant field (Business, IT, or similar). Proven experience in a customer-facing role. Strong leadership and management skills. Excellent communication, problem-solving, and interpersonal skills. Ability to adapt to changing priorities and thrive in a fast-paced environment. A customer-centric mindset and a passion for ensuring customer success. XML, HTML, CSS, XML authoring tools Agile and Scrum: Hands on experience in Sprint planning and scrum.