Customer Success Team Lead

Description

Overview:

This position will be working with one of the world's leader in self-driving vehicles to safely connect people to the places, things, and experiences they care about. The Team Lead is responsible for running day to day planning, operational challenges and solving problems of a team of agents.

Job Responsibilities:

• Direct a team of Rider Support Agents passionate about driving outstanding customer experiences across all supported channels (email/call/chat)
• Ensure the team meets all contractual SLA targets along with helping others to meet the same
• Answer customer queries (email /chat/call) - support associate who needs assistance
• Review and resolve customer issues
• Supervise individual / team performance, identify improvement areas/ training needs for team, implement action plans and supervise closure
• Train new team members and work closely with them to teach them on company policies and best practices for resolving customer queries
• Drive skill improvement initiatives in the team through knowledge sharing, cross training, and rotation

Required Qualifications:

• High School Diploma or Equivalent
• Night Shift/Overnight Shift
• Minimum 1 year in a customer support role
• Minimum 1 year leadership experience
• Comfortable working with modern customer support and efficiency tools
• Excellent interpersonal and communication skills
• Quality focus; documentation skills; analytical and problem-solving skills
• Excellent presentation, communication and client influencing skills

Preferred Qualifications:

• Bachelor's degree or equivalent preferably in Information Technology, Business, Computer Science, or any related field
• Previous experience in high-tech or transportation industry
• Background for the AV (Autonomous Vehicle) Industry
• Emerging Technology enthusiast
• Knowledge of key issues and current developments in the AV industry

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.