Team Lead, Client Support

Job title:

Team Lead, Client Support

Company

Global Relay

Job description

Who we are:For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.We encourage you to apply if your qualifications and experience are a good fit for any of our openings.Your role:The Client Support team helps ensure our services run correctly and smoothly for each customer. They troubleshoot services and use creative problem solving to get to the bottom of every technical issue. This team is available 24×7 to quickly assist our customers – whether it requires sifting through server logs, configuring software, or troubleshooting an Exchange environment.As the Client Support Lead you will be focused on the day-to-day management of all Support cases related to Global Relay App services, including but not limited to data ingestion, user management, technical troubleshooting and systems support.The role will work in conjunction with both backend (Engineering, Product Management, Operations) and frontend (customer facing) teams to ensure that the Global Relay App service performs flawlessly and all related Support cases are triaged, tracked, resolved and delivered efficiently and effectively.Your responsibilities:

• Manage relationships with:

• Third party providers to ensure any outages, downtime or other technical issues are resolved promptly and efficiently.
• Internal backend teams to ensure any Support requests or issues raised are communicated internally and addressed in a timely manner.
• Internal frontend teams to ensure any Support issues are effectively shared for onward communication to customers.

• Champion the development of Global Relay App related content both on:

• the internal Wiki for training, learning and development
• the external knowledge-base for customer reference

• Manage any Global Relay App projects, initiatives or daily case queues impacting the Support team:

• Ensure overall project objectives or case requirements and target dates are clearly understood, prioritized, and communicated to all teams.
• Work in conjunction with engineering teams:

• To ensure any development work, releases or hot fixes are released in a timely fashion and resolve any issues at hand.
• Provide ongoing recommendations for the improvement of processes, tools, or systems to enable frontend teams to efficiently and effectively manage Global Relay App (automation and self-serve are key).
• Work in conjunction with other Leads to manage and set resource requirements, service expectations, and training requirements.

• Provide performance, training, and development feedback to team members assigned to Global Relay App cases.
• Ensure management teams are kept well-informed of issues, resolutions, timelines, resource requirements impacting project goals and objectives.

• Maintain a consistent and accurate monitoring and reporting programme:
• Of all new product feature requests and associated development timelines.
• In JIRA and Salesforce on all interactions, tickets and cases performed for Global Relay App services for both customer and internal review.
• Provide regular updates on developments / progress with Global Relay App cases to all pertinent stakeholders.
• Work with internal resources to develop and deliver training programs to assist primarily Support but also other customer facing personnel in better promoting and supporting Global Relay App.

Leadership, Coaching & Mentoring:

• Review Global Relay App Support Cases to ensure best practices are being implemented.
• Provide team member on-boarding and ongoing training
• Initial contact point for Senior Client Support team member escalations

Specialised Duties and Responsibilities:

• Work with GR Dev for product features and enhancements.
• Build, Maintain, Review, Assign KB

About you:

• Strong analytical and problem-solving skills with significant attention to the smallest details leading to a near-error free track record
• Possess excellent interpersonal and communication skills with outstanding telephone and email etiquette
• Minimum of 5 years of experience in SaaS Implementations or Technical Support
• Adaptability to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Demonstrates a history of being able to work effectively with groups with at different levels of technical and process experience.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Experience in Microsoft Office: specifically Excel and Outlook.

Working conditions:

• In-office team coverage is needed from Monday to Friday between 9am and 6pm GMT: this role requires on-demand availability during these hours.
• Weekend and off-hours availability for scheduled activities, urgent customer implementation requests and ad-hoc escalations is required.
• After-hours support as needed (dependent on severity).

What you can expect:At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.To learn more about our business, culture, and community involvement, visit .

Expected salary

Location

London

Job date

Thu, 17 Oct 2024 07:40:03 GMT

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