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Customer Support Team Leader (Call center)

WINT

WINT

Customer Service
Rosh Haayin, Israel
Posted on Monday, May 20, 2024

WINT Water Intelligence is dedicated to helping businesses reduce their environmental footprint by preventing the hazards, costs, waste, and environmental impact associated with water leaks and waste. Utilizing the power of artificial intelligence and IoT technology, WINT provides a solution for commercial facilities, construction sites and industrial manufacturers looking to cut water waste, reduce carbon emissions and eliminate the impact of water-leak disasters. WINT has been recognized by Fast Company and CB Insights as one of the world’s most innovative AI companies and has won multiple awards including “Next Big things in Tech” and Insurance Times’ claims prevention technology award.

Job Brief

At WINT, our customers are our highest priority. The Customer Support team is the public face of WINT for all inbound and outbound communications with our customers worldwide. We’re looking to hire a customer support team leader to help us maintain our reputation as the premier sustainability and damage prevention IOT-based solution.

In this role, you will support the company's customer service activities by directing and overseeing team members, ensuring customer asset health, resolving customer questions and cases, and developing programs and procedures to enhance productivity and performance.

Key Responsibilities

  • Manage the day-to-day team operations: including monitoring tickets, and more.
    • Team responsibilities:
      • Provides 24/7 support coverage, Full availability via phone, mail, and text messaging platforms.
      • Handle internal and external requests, assisting and solving system issues by performing troubleshooting and remote solutions.
      • Escalate issues if needed Internally to R&D, product, and operation groups.
      • Proactively contact customers in case of an ongoing leak event.
      • Ensure customer satisfaction and case/call resolution.
    • Act as a backup for Tier-1 support staff.
    • Empower and Lead:
      • Directly lead a team of 8-9 customer service personnel, driving them towards achieving excellence in service and operational efficiency.
      • Monitor and Improve team
      • Improve overall efficiency and performance by enhancing internal processes based on data analysis.
    • Optimize Customer Experience:
      • Develop and maintain continuous feedback mechanisms to assess and improve support representative performance.
      • Develop and implement training programs to continuously improve representatives' knowledge and skills.
    • Manage escalations: Act as a high escalation point for top-priority, operation-critical issues and address them on behalf of the company.
    • Manage Interfaces: Collaborate with other teams to improve the overall level of
    • Train and mentor: manage new team members onboarding. Conduct periodic reviews and evaluations of your team members.
    • Assist in onboarding new WINT clients.

Required Skills and Experience

  • Bachelor’s Degree - engineering preferred.
  • Strong background leading customer-facing support or other operational teams – MUST
  • Experience in start-up, B2B SaaS environment - big advantage.
  • Superb writing and communication skills in English.
  • Experience leading team members remotely.
  • Experience maintaining team knowledgebase.
  • Experience with ticketing systems such as Salesforce, Zendesk, etc.
  • Knowledge of reading logs and performing data analysis –
  • IOT background –
  • Able to work flexible hours (evenings and weekends) if necessary (rarely)
  • Fast learner and adaptive to a dynamic and changing work environment.
  • Tech-savvy, problem-solving approach to challenges
  • Customer-focused with a strong sense of urgency