Advanced Support Lead

Your Responsibilities: 

• Manage and lead a team of advanced support specialists with different areas of expertise, providing guidance and support to ensure excellent specialized or technical support is provided;

• Be responsible for your team members’ ongoing career development, continued learning, and general well-being, as well as frequently deliver feedback and coaching in support of these initiatives;

• Define and measure team KPIs and ensure that they are met or exceeded;

• Analyze advanced support ticket trends and collaborate with cross-functional teams to improve the customer experience and lower # of requests related to advanced support (technical, hospitality, payments, whistle, etc);

• Develop and implement best practices and procedures for the Advanced Support team and other support materials to aid in issue resolution;

• Foster a culture of continuous learning and development within the team;

• Take responsibility for the resource allocation of our Advanced Support team, including managing the time off of team members, scheduling, and ensuring that shifts are covered;

• Be hands-on with your team to answer escalated calls and tickets for team members when needed, finding solutions to ensure customer satisfaction;

• Stay up-to-date with industry trends and best practices to continuously improve advanced support operations, processes and efficiency;

• Participate in the interviewing and screening process of new Advanced Support Specialists as needed;

• Serve as the communication link between upper management and your team members, as well as prepare and communicate weekly/monthly advanced support ticket trends;

• Perform other work-related duties as assigned, such as taking part in various task-force projects.

You’ll Succeed With: 

• 1-2 years of previous leadership experience;

• 1-2 years of experience with Cloudbeds products and processes; 

• Ability to own projects as an individual, maintaining a high level of quality, to break down the projects into clear milestones to ensure people you manage can measure their progress

• Proactiveness in bringing new ideas, delivering them to other teams and departments;

• Identify and work to solve trends, bottlenecks, and needed improvements (processes and management communication)

• Ability to lead to multiple personality types, provide, receive and analyze feedback from your team, set clear expectations and goals as well as identify strengths and opportunities, and set an action plan for improvements

• High attention to detail and proven experience making high stake decisions

• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner

• Strong written, verbal, analytical skills and problem-solving abilities.

• Drive to continuous improvement and learning new skills 

• Fluent English

• Excellent internet/wifi connection

• Native/Fluent Spanish and/or Portuguese is a plus

• Salesforce or other CSM knowledge is a plus

• Strong Excel/Google Sheets skills (Google Data Studio is a plus)