Customer Support Team Lead (German) - $50k
Aurea - Home Based - Anywhere
Aurea enables global enterprises to create transformative experiences
for their end customers across a range of industries including retail,
travel & hospitality, insurance, energy, life sciences, and
insurance. Aurea products enable companies to build, execute, monitor,
and optimize the end-to-end customer journey across multiple channels
and touch-points to maximize growth through a superior customer
experience. Aurea serves over 2,000 customers worldwide.
Job description
Are you a highly-motivated, dynamic Customer Support team lead, looking to advance your career by working for a top enterprise software company? If you are ready to lead a team of highly skilled support professionals, have excellent language and technical skills, and want to work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence - then this is the role for you.
Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail, travel & hospitality, energy, life sciences, and insurance. Aurea products enable companies to build, execute, monitor, and optimize the end-to-end customer journey across multiple channels and touch-points to maximize growth through a superior customer experience. Aurea serves over 2,000 customers worldwide.
Key Responsibilities
Encourage proactivity, self-sufficiency and outside the box thinking within the team
Coach and mentor the team on their day to day duties and internal projects, lead by example
Define and review personal goals for each team member including career path and growth
Coordinate global team resources to provide 24/7 support (time zones, vacations, holidays)
Act as point of escalation for the Customer Support team and customers
Drive productivity and performance to overachieve on Aurea Customer Support goals
Provide regular reports to Customer Support management
Work with the Development team on customer issue prioritization
Document processes and knowledge (e.g. record technical sessions, knowledge base, wiki)
Identify and address knowledge gaps, ensure common understanding across the team
Own and resolve customer issues for our broad customer base of fortune 500 companies
Attention to detail in analysis and CRM updates
Communicate effectively with customers and manage difficult customers professionally
Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
Ensure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers’ success
Drive changes that improve support-related process. Identify and address any gaps in internal tools and processes
We’re also one of the few legitimate companies offering high-paying jobs that are 100% remote, work from home. You never have to fight traffic to the office again and you have the freedom to choose when and where you put in your 40 hours to be most effective each week.
Desired Skills and Experience
Required experience and education
5+ years experience in a technical Customer Support position
Previous experience in a lead role in support.
Fluent in German and English (Oral and Written)
Degree in Computer Science
Managing remote resources a distinct advantage
Database knowledge (ORACLE, MS SQL)
Microsoft .net skills (C#. ASP.net, WCF)
Experience with troubleshooting Windows applications
Knowledge and experience with troubleshooting Web technologies (JavaScript, Html, SOAP, REST, JSON, AJAX)
Familiarity with iOS Apps is an asset
Must comply with our Data Security policy and provide their own computer
This role may be a great fit if:
You are a self starter who can work on own initiative
You are a problem solver who thinks outside the box
You like working directly with customers
You are results driven – customers success is always front and center
You thrive on working with complex and challenging technology
Apply on company website