We deliver the right people and the right solutions for your business.

Eclaro is a Business and Technology Consulting Firm that delivers top talent to our clients globally across diverse industries. Founded in 1999, Eclaro is headquartered in New York City and operates in the United States, the Philippines, and Canada.

Eclaro takes a consultative and relationship-based approach with our clients to strategize about their needs, craft customized solutions, and execute on the delivery of talent.

Customer Support Team Lead

Job Description:

Responsibilities: 

• Drive your team to hit KPI's without compromising the customer experience.

• Day-to-day management of a continuously growing team of Customer Support Representatives

• Manage customer escalations to create positive interactions

• Build a culture of high-performance, including accountability for execution, strong team engagement, and retention

• Partner with in-house recruiting team to hire world-class employees

• Coach frontline Support Representatives to help them achieve their goals and improve service delivery and the customer experience

• Review, streamline and upgrade internal processes, tools, and workflows to drive improved efficiency and team productivity

• Develop and improve KPIs for the Support team

• Conduct call shadowing and email reviews to QA the output of the team and continuously improve the quality of execution

• Support your team's professional development, well-being in the workplace, and mentor your team to develop their customer facing skills

• Analyze trends to make informed decisions about the team, product enhancements, scheduling, and more

• Assess and verify transactions to ensure marketplace security

• Develop and maintain a deep understanding of Glassdoor's products, services and website

• Collaborate with colleagues from Technical Services, Customer Success, Sales and Engineering to address customer needs from inception to resolution

Requirements: 
• Bachelor's Degree + 5 years in service roles & 1-2 years managing frontline teams

• Prior experience with fraud analysis and detection beneficial

• Prior experience with Salesforce Service Cloud (Lightning) highly preferable

• A deep understanding of customer service, technical issue resolution, and support best practices

• Experience with incident management (e.g. bugs, outages, product downtime) and customer communication

• History of identifying and implementing new programs that drive customer success and/or team development

• Demonstrated ability to lead independently and adapt your style to fast-paced organizational change

• Experience recruiting, coaching and developing team members

• Exceptional data monitoring, analysis, and manipulation skills with strong attention to detail

• A desire to grow and develop a team of driven individuals in achieving their goals

• Familiarity with applicant tracking systems, pay per click advertising, employer branding, and the online recruitment advertising space a significant plus

• The successful applicant must be willing to work a night-shift