Client Care Lead - Remote

Overview

We are seeking a highly skilled and detail-oriented Customer Support Team Lead to lead our support operations. This role is responsible for managing ticket workflows, ensuring adherence to client SLAs, leveraging analytics for reporting, and facilitating collaboration across internal teams. The ideal candidate will be an expert in JIRA Service Management and possess strong leadership and analytical skills to drive efficiency and improve customer satisfaction.

In Short

• Oversee ticket triage, dispatch, escalation, follow-up, and resolution.
• Maintain expertise in client SLAs.
• Provide in-depth analysis on ticket volume and resolution time.
• Identify and escalate feature enhancements or change requests.
• Responsible for JIRA Service Management administration.
• Utilize analytics tools for performance reporting.
• Engage directly with clients for escalations and follow-ups.
• Assist the support team in ticket prioritization and management.
• Participate in regular client support meetings.

Requirements

• Expertise in JIRA Service Management.
• Strong leadership skills.
• Analytical skills for data analysis and reporting.
• Experience in customer support operations.
• Ability to manage ticket workflows effectively.
• Excellent communication skills.
• Experience in SLA compliance.
• Ability to collaborate across teams.

Benefits

• Opportunity to lead a customer support team.
• Engagement with clients to improve service.
• Professional development opportunities.
• Work in a dynamic and collaborative environment.