Job Title: Team Lead - Support
Department: Support Services
Reports To: Manager of Support Services
FLSA Status: Exempt
Job Summary:
As the Support Team Lead at Passport, you will be at the center of providing an exceptional client and customer resolution experience, and you’ll do this in our incredibly fast-paced, exciting, and constantly changing environment. You will enable and develop a team of support specialists that are responsible for answering client and customer inquiries about our products. As such, you will be at the heart of delivering on our growth objectives and essential to our long-term strategy. You and your team will set the precedence of the client experience and communications, while partnering closely with Client Success, Engineering, Product, and Sales teams. You’ll ensure strong relationships and satisfaction with our clients and ensure their ongoing experience with Passport is top-notch.
Responsibilities:
Enabling and inspiring teams of support analysts (Level 1 and Level 2) that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding your teams to deliver outstanding resolution experiences
Coaching and developing your teams to successfully predict challenges based on case data, share feedback with product and development teams, all while appropriately navigating internal/external barriers to close cases successfully and on time
Establishing a culture of excellence, learning, and regular best practices sharing within support services
Understanding client needs and challenges, and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, and Development) to resolve cases
Creating and providing regular reporting against key performance indicators (e.g. metrics for customer satisfaction, operating efficiency, and product quality) and leveraging data from case submissions to provide insights to the broader team about client and customer challenges; escalating key trends to the development team for immediate resolution
Documenting key workflows, handoffs, and case resolutions in our systems of record and ensuring that documentation stays relevant and up-to-date
Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams; factor in client timelines while balancing internal constraints
Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing business needs
Making tough decisions “on the fly”, with guidance as needed, as you assist with managing client/customer relationships and internal stakeholders
Manage staffing workflow to increase efficiency
Spot checking individual rep communication quality and calibrate on the fly
Participate in or initiate strategic and tactical policies, workflow and performance standards
About You:
Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, you have strong technical capabilities, and you can juggle it all. You know the ins and outs of managing large case volumes, and you take tremendous pride in fully understanding the businesses you support. You are not afraid of challenging situations and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You have a propensity towards continuous improvement and love to figure out the scalable solution. You thrive in a constantly changing, fast-paced environment. You can balance short-term and long-term objectives. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.
Qualifications:
5 years of professional experience preferred
3+ years in a top tier support services team preferred
Bachelor’s degree is strongly preferred or a combination of education and relevant experience
Experience managing direct reports (1:1’s, escalations, etc.) required
Strong technical background, understanding coding is a plus
Previous experience scaling a group or team (both in staffing and process) is a plus
Previous experience working with JIRA is a plus
SaaS company experience is preferred
Process and problem-solving mindset
Continuous improvement mindset
Superior resource, planning, and time management skills
Excellent organizational and communication (written, verbal, and listening) skills
Keen attention to detail
Key Competencies:
Customer focus
Manages complexity
Strategic mindset
Action-oriented
Drives results
Builds effective teams
Situational adaptability
About Us:
Passport is the technology leader in parking compliance and curbside payment solutions. By helping cities integrate paid parking, enforcement operations, and payment infrastructure into one software solution, Passport provides the only platform that connects the complexities of mobility to efficiently manage and monetize the curb. From mobile payments to citation issuance, permitting technology and more, Passport is empowering cities of all sizes with better insights to improve parking turnover, expand revenue opportunities, and create better compliance. Passport is trusted by more than 800 clients across North America.
Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.