Job Description
What You’ll Do
Lead a team of technical support specialists providing guidance, coaching and support to ensure outstanding performance and achievement of team goals.Oversee and coordinate the identification and investigation of technical issues reported by customers to enable efficient and effective resolution.Review and provide feedback on content created by the team including agent-facing documentation, self-help resources, and forum posts to ensure accuracy, clarity, and relevance.Monitor and analyze customer feedback trends and performance metrics to identify opportunities for process improvements and the development of additional resources.Provide assistance to customers experiencing long tail issues acting as a point of escalation and ensuring their concerns are addressed promptly and effectively.Set team goals that align with SimpliSafe’s plans and deliver on team metrics.Coach and support employees to ensure consi...