Lead

Job Description

As a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.

Leads in this role get to:

Empower the Work:

Provide Sales and Support to team members through:

• Updating the team on a need-to-know basis with the most up-to-date product and process information.
• Identify and escalate cases requiring engagement levels within the next level of support.
• Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
• Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.

Provide Subject Matter Expertise through:

• Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
• Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
• Respond to advanced inquiries of a technical nature through cases management.

Impact the bottom line: Will review daily operations report to:

• Identify, investigate, and research opportunities based on the report.
• Participate in activities designed to improve Customer Satisfaction and Business Performance
• Review Open Cases and Sales Leads/Opportunities
• Review the state of high priority cases.

Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.

Take the lead: Willing to take it upon themselves to 1) Handle escalated calls or chats 2) Conduct Tech Sales Sessions 3) Lead Pre/Post Shift Huddles in case Team Manager is not available.

Qualifications

Our most successful candidate must have:

• Technical sales experience required
• Technical Customer Service with Sales
• Good English-Speaking Skills, B2 or above level
• Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
• Must be coachable and open-minded.
• Ability to promote fun and energetic culture.
• A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

Additional information

• Process Type (Voice / Non-Voice / Hybrid) Chat/Messaging
• Shift Details (Timings & Rotational / Fixed) 24x7 Rotational
• Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Rotational
• Work Model (Work From Home / Work From Office / Hybrid) - Work from Office