The Customer Support Lead will work with clients, team members and management to ensure continued success and growth in supporting our customers, internally and externally. The position is a crucial role for development of Support Representatives skills, coordination of company and departmental goals, evaluation of cases, training and identification of case volume trends. The Support Lead will be the first point of escalation from their team members, assisting clients in any escalation cases and providing clear understanding to management and/or other departments. The position will consist of the following, along with standard support responsibilities of individual case management. 

What You'll Do:

• Assist clients with cases and escalations ensuring SLA's are maintained
• Provide prompt assistance/training of team members
• Train new Cohorts as they are onboarded into Support
• Bi-Weekly, weekly or as needed case review with team members
• Monthly "one-on-one" with each member of the module team assigned, to discuss career growth and paths to help achieve those goals
• Identifying tasks that can be delegated to team members which fit their personal or business growth path
• Being the voice of the clients and internal team, ensuring that issues and requests are escalated accordingly and clearly
• Deliver advanced training on a monthly basis to continue internal growth of team members
• Assist management with tasks such as case trend evaluations, reporting, daily numbers and insights, client reviews and other duties as assigned
• Close communication with team members to identify at-risk clients, advance contact of these clients and working with other departments until client satisfaction is reached
• Collaborate with TSE, CSC and Development team as needed to resolve client issues ad hoc
• Other job duties as assigned

Who You Are:

• Ability to be highly responsive in a fast paced environment
• Maintain calm and collective demeanor
• Strong interpersonal/communication skills
• Proven organizational/time management skills
• Ability to train in an individual as well as group settings
• "Client Focused" approach to all tasks
• Attention to detail