Lead, coach, and develop a remote customer support team serving U.S.-based customers, ensuring high-quality service across phone, email, chat, and digital channels.
Responsibilities
Lead and manage a distributed customer service team
Monitor agent productivity, quality, attendance, and KPI performance
Conduct regular one-on-one coaching and performance reviews
Provide clear, actionable feedback to improve performance
Hold team members accountable to service and productivity standards
Provide professional support to customers using OneAdvanced's business software, troubleshooting financial processes, and creating knowledge resources.
Responsibilities
Providing professional support to customers using OneAdvanced's software, helping them resolve queries and issues.
Understanding customer challenges, asking the right questions and identifying practical solutions.
Troubleshooting software-related issues, particularly those connected to financial processes such as invoicing, billing, payments and accounts.
Guiding customers through system functionality, explaining processes and helping them get the most from the software.
Managing customer queries through to resolution, escalating more complex technical issues to specialist teams where required.
Roadmap Ownership: Drive the strategic roadmap for Unified Customer Services Support, prioritizing enhancements, new features, and operational stability.
Product Enhancements: Lead the design, implementation, and deployment of new functionalities, ensuring alignment with business goals and customer needs.
Integration Management: Oversee integrations with multiple upstream and downstream systems, ensuring data consistency, scalability, and automation.
ServiceNow Gen AI & Agentic AI: Prepare the strategy for enabling the Gen AI functionalities for the Cordant Services Tech support business operations.
Data Migration: Plan and execute data migration activities, ensuring accuracy, compliance, and minimal disruption to business operations.
Team Lead - Technical Support (SDQ)Hire Horatio CX
Support Engineer (Customer Service)OneAdvanced · Willerby, United Kingdom