Team Lead - Client Services

Team Lead - Client Services
NinjaTrader is an investor-backed, exciting growth stage FinTech company servicing hundreds of thousands of traders by providing award winning software and brokerage services. We are building products and services which empower active traders to easily analyze and react to data from the world's leading financial markets. Our unique employee-centric company culture is one that our team finds inviting, comfortable and fun. We are currently accepting applications for a Team Lead - Client Services! Please visit www.ninjatrader.com to learn more about our business.
About You:
You will collaborate with other team leads and internal stakeholders to effectively manage and optimize Client Services support activities. This includes managing and creating processes for responding to client inquiries via telephone, email, and LiveChat. You will assist in the development and growth of client services representatives through monitoring, feedback, and positive reinforcement, while also helping clients with escalated issues. You will work with the Client Services leadership team to promote and improve cross-functionality with other areas of NinjaTrader in order to achieve the goals of the Client Services department and our company.
In this position, you will:

• Supervise, mentor, and coach our growing Client Services team
• Be accessible to assist the team with help on a variety of topics such as product questions, policy questions, account questions and other customer concerns
• Keep employees engaged and motivated - collaborate with Client Services leadership to help plan team building activities and other events
• Monitor daily metrics and KPIs to ensure that we are providing world class service to our global clients
• Assist with coaching sessions to improve the performance of the Client Services team
• Handle and resolve customer complaints, identify, and escalate priority issues
• Provide feedback to management and challenge processes to increase efficiency and customer satisfaction
• Communicate policy updates and other NinjaTrader information through team meetings and one-on-one sessions
• Report bugs/issues via JIRA to our Technology team for resolution

Key Job Requirements:

• Demonstrated leadership skills
• Demonstrated knowledge of NinjaTrader products and support practices
• Strong time management and prioritization skills with the ability to seamlessly multi-task various responsibilities
• Proven analytical and technical problem solving skills
• Strong interpersonal, written, and presentation skills
• Demonstrated PC skills and knowledge
• Proactive attitude, ability to react to unforeseen situations
• Knowledge of electronic trading a bonus but not required