Client Support Team Lead

Date Posted: 3/29/2021

Type of Employment: Full-Time

Department: Client Support Team Lead

Job Snapshot

  • Location: Cedar Falls, IA or Des Moines, IA (remote may be considered with appropriate experience)
    Education: 4-Year Degree or Equivalent Experience
    Industry: SaaS, Insurance

  • Job Type: Client Success
    Manages Others: Yes
    Experience: 5+ Years
    Travel: Up to 5%
    Relocation Covered: No

Job Description

We’re seeking an outstanding individual to join our growing organization. As a Client Support Team Lead, you will work alongside and lead our team of remote Tier 1 and Tier 2 Support Specialists, focusing on client satisfaction and team performance. You can expect that 70% of your time will be spent acting as a Tier 1 support specialist, while the additional 30% will consist of collaborating with the VP of Client Success to define and develop initiatives and provide leadership for the rest of the support team in order to achieve those goals.

AgencyBloc is an online software solution that helps insurance agencies increase efficiency, enhance customer satisfaction, control costs, and stay competitive. We currently have customers nationwide.

Core values of our company include:

  • Client-centric organization focused on delivering great customer service
  • Positive, collaborative team environment with co-workers who genuinely care about their work
  • High level of professionalism in everything we do
  • Continuous teaching, learning, and growth for all team members as they share in the journey that is the story of our company

Responsibilities:

Support Responsibilities:

  • Client Support Specialists are experts on the AgencyBloc product and how it impacts our clients’ businesses
  • Enhance our clients’ relationship with AgencyBloc through every interaction
  • Conduct client troubleshooting and brief training sessions via phone, video call, live chat and email
  • Respond to client inquiries and requests in a timely manner to ensure client satisfaction, coordinating with internal business partners when necessary.
  • Effectively drive adoption of the product by helping clients overcome any barriers they are facing

Team Lead Responsibilities:

  • Enable the Client Support Team’s success by ensuring alignment with the AgencyBloc mission and culture
  • Collaborate with the VP of Client Success to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience
  • Provide feedback and make recommendations for various processes and procedures to maximize efficiency and client satisfaction
  • Spearhead support team logistics, including support coverage schedules and meetings
  • Provide coaching and share feedback regularly
  • Handle elevated calls/complaints or complex customer issues
  • Provide timely reports on customer support metrics and KPIs
  • In partnership with the Tier 2 Support Specialist, maintain a relationship with our product team to ensure successful preparation of new product releases and communication of any defects or client requests

Requirements:

  • 5+ years of software support or insurance industry experience, with at least two years of leadership experience. AgencyBloc experience desired, but not required.
  • Specific examples of previous experience creating positive customer experiences  and exceeding goals
  • Excellent interpersonal skills, highly organized with great time management skills
  • High level of comfort with technology, familiarity with ZenDesk
  • An understanding of ticket management, SLAs, and customer experience
  • Excellent written and verbal communication skills
  • Ability to gracefully navigate high-pressure situations
  • Motivated by the opportunity to be part of a fast-moving, entrepreneurial team 
  • Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, a humble confidence, and an ability to “translate” thoughts among various groups of people

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