Technical Solutions Lead

Overview:
We are seeking a Customer Support Lead to join our growing team!

About Us

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.
Responsibilities & Qualifications:
Position Summary


We are hiring a Customer Support Lead to Supervise a team of customer support representatives that provide support to customers and/or end users. Manages the daily workload to ensure required service volume and quality levels are attained. Assists with critical customer escalations. Trains and coaches' staff in standard policies, procedures, and best practices. This position is open at our Pune office.

A Day in the Life

Manages a team of support specialists, monitors and reviews responses and resolutions with customers
Provides coaching and feedback in regular one on ones with employees
Evaluate team activities against KPI’s
Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement
Additionally, in order to maintain efficiency and satisfaction. The manager will be asked to assist the team in maintaining these scores by assisting as an agent.
Manages critical customer issues and expectations.
Guides team to accomplish goals that are set
Estimates headcount and assigns work to meet these needs
Participates in performance management and evaluations of team members
Participates in hiring of team members
We would love to chat if you have...

Experience:
BCA/BCS/B.Com/BA or any of the Masters degrees
5-7 years of experience working in a customer support and/or call-center environment
1-3 year of experience of management experience
Experience working in technology is preferred
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, MS-Teams
Demonstrate ability to learn and understand complex office software applications
Strong leadership and development skills
Strong organizational skills
Excellent verbal and written communication skills
Telephone skills/etiquette; call screening
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Meeting scheduling and logistics
Attention to detail
Ready to work in shifts from 1pm to 10pm IST.

Total Rewards:
Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

Planned Paid Time Off
Purpose-Driven Culture
Work-Life Balance
Passionate About Community Involvement
Company Paid Parental Leave


All persons hired will be required to:

Verify their identity,
Verify they are eligible to work (without sponsorship) in the country they are to be employed in, and
Complete any required employment eligibility verification form upon hire.

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