At a Glance
- Tasks: Lead a global team to deliver top-notch customer support and improve operational performance.
- Company: Join Epsilon, a leader in connected marketing and data-driven solutions.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for continuous improvement and professional development.
- Why this job: Make a real difference by enhancing customer experiences and driving team success.
- Qualifications: Proven leadership skills and experience in customer support management.
The predicted salary is between 59400 - 72600 $ per year.
Company Description: See how Epsilon powers connected marketing by unlocking the full potential of data and identity.
Purpose: The Team Lead, Global Customer Support is responsible for the day-to-day leadership, operational performance and service delivery of the Global Customer Support function. This role ensures the successful delivery of support services through strong operational oversight, customer advocacy, incident management, service management disciplines and continuous improvement practices.
Working closely with Platform Operations, Engineering, Product, Customer Integration Engineering, Customer Success and business stakeholders, the Team Lead is accountable for ensuring support services are delivered efficiently, Service Level Agreements are achieved and customers receive a consistently high-quality support experience.
The role provides leadership, coaching and development for a globally distributed team of Global Customer Support Specialists and drives operational excellence, knowledge management, process improvement and simplification.
Core Objectives:
- Operational Practices
- Customer Support and Case Management
- Customer Experience
- Incident Management
- Change Management
- IT Service Management
- Leadership and Direction
- Performance Management
- Team Capability
Team Lead, Global Customer Support in Brisbane employer: Epsilon
Epsilon Retail Media is an exceptional employer that prioritises innovation and collaboration, making it an ideal place for a VP of Software Engineering. With a strong focus on employee growth through learning and development programs, flexible work options, and a supportive work culture, team members are empowered to thrive in their roles. Located in a vibrant area, the company also offers unique benefits such as additional annual leave and gym memberships, ensuring a healthy work-life balance.
