About the role
As the leader of our customer support team, you will play a key role in delivering outstanding service and ensuring that every client interaction reflects our commitment to excellence. In this leadership role, you will oversee and guide the team in responding to client needs through email and online meetings, ensuring timely, empathetic, and innovative solutions are provided.
Exceptional verbal communication skills and the ability to remain calm under pressure are crucial for this position. While programming expertise is not required, you should have a solid understanding of technical products. We are looking for a dedicated, approachable leader who can inspire the team and engage effectively with clients while upholding our boutique standards of customer support. This is an exciting opportunity for seasoned professionals to make a significant impact and drive the continued success of our support operations.
Key responsibilities:
Daily Team Leader Responsibilities
- Team Oversight: Lead, mentor, and provide daily guidance to the customer support team, ensuring smooth operations and high performance.
- Task Prioritization: Assess incoming support requests, prioritize issues based on urgency and impact, and delegate tasks effectively to team members.
- Monitor Performance: Track key performance metrics, such as response times and customer satisfaction, to ensure the team meets its goals.
- Team Support: Serve as the first point of escalation for complex or high-priority issues, providing expertise and problem-solving assistance as needed.
Training & Development
- Identify skill gaps within the team and coordinate training to enhance product knowledge, communication skills, and troubleshooting capabilities.
- Daily Stand-ups: Lead daily check-ins with the team to review progress, address any blockers, and ensure alignment on daily priorities.
- Client Interactions: Engage directly with high-profile or escalated clients when necessary, ensuring their concerns are addressed promptly and thoroughly.
- Continuous Improvement: Regularly review support processes and tools, implementing improvements to enhance efficiency and the quality of customer service.
- Cross-department Collaboration: Communicate with other teams (e.g., product, sales, or Dev) to relay customer feedback and ensure cohesive service delivery.
- Report Generation: Compile and analyse daily reports on team performance, client issues, and resolutions to provide insights and drive strategic improvements.
Technical Expertise
- Product Knowledge: In-depth understanding of products/services.
- Troubleshooting: Identify and resolve client issues.
- Skills: Proficient in SQL, Excel, and LMS; Compliance knowledge is a plus.
Soft Skills
- Communication: Strong written and verbal skills.
- Empathy & Patience: Address customer concerns with care.
- Time Management: Prioritise tasks in high-pressure environments.
- Customer Support Skills
- Customer Focus: Exceed expectations consistently.
- CRM: Experience with CRM systems.
Location
In Israel:
This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.
In the UK:
This is a remote role working from home anywhere in the UK.
Salary range
In Israel:
The salary range for this position is 15,000 – 20,000 NIS per month, depending on skills and experience.
In the UK:
The salary range for this position is £35,000 – £50,000, depending on skills and experience.
About us
Founded in 2004, VinciWorks is a profitable, fast-growing, private equity backed company passionate about delivering state-of-the-art products in e-learning, regtech, risk and compliance.
VinciWorks has established itself as a global authority in risk and compliance software and training.
VinciWorks has a flexible, friendly work environment with a bright, passionate and collaborative team.
VinciWorks is an exciting place to work. Over the past two years, our workforce has more than doubled in size as we have merged with other businesses to become a global leader in our industry.
Our core values are:
- You don’t need permission to innovate
- Nothing should be done today just because it was done yesterday
- Say what you think
- Take responsibility
- Aspire to understand the business end to end
- Always be growing
- Embrace hard decisions and move fast
- Open communication is more efficient than rigid process
Diversity at VinciWorks
Work-life balance at VinciWorks is important. We can discuss personal situations as they arise so that your needs and the needs of our team are met. We are here to make it work!
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
