Team Lead, Enterprise Support

BlueCat Networks

Posted 2 months ago
Location: Belgrade
Employment Type: Full time
BlueCat is one of those hidden gems that is disrupting the market as a key player in the rapidly growing space of Adaptive DNS. We harness the power of DNS to provide secure, centralized network infrastructure to some of the world’s biggest brands and enterprises like Facebook, Dell, and SAP so that employees can access the computing resources they need, when they need it.
BlueCat has an award-winning culture that is embedded in what we do. We are certified as aGreat Place to Workand joining our team would mean you are part ofCanada's Best Workplace in Technology, Best Workplace for Today's Youth and Women, andBest Workplace for Mental Health and Inclusion.
We are looking for aTeam Lead, Enterprise Supportin our Customer Care department!
The Customer Care team is a diverse and proactive team dedicated to outstanding customer experiences. We love problem solving and we take pride in being the face of BlueCat for our customers. We enjoy and thrive off of receiving feedback and having the opportunity to voice the needs of our customers to the overall organization.  We are looking for a Team Lead of Enterprise Support who will lead the Customer Support team and company-wide initiatives to promote an exceptional customer service experience for all our clients. We are looking for an enthusiastic and proactive individual to take ownership of the position, and develop creative and meaningful strategies to tackle barriers to providing superior customer service.

Druga Smena:
*16:00-00:00 WORK TIMES*

Your day-to-day duties will include:
-Customer advocacy. Maintain a big picture, strategic view of the customer, analyzing and understanding their utilization, training needs, and ensuring customers are well take care of. Raising awareness internally about time sensitive critical customer issues
-Lead the daily operations of the customer support team
-Maintaining support KPIs, goals and objectives
-Support teams through escalations and help coordinate resources to drive resolution
- Managing staff, hiring, performance review, maintaining appropriate staffing levels, coaching, and mentoring
- Coordinate with training staff to ensure a high-level degree of product knowledge, business process knowledge, including new feature knowledge.
-Develop and maintain growth development plans for team members
-Provides consistent, balanced and timely performance feedback on customer support performance as related to call and case audits.
-Apply timely performance management standards and processes.
-Fosters a positive work environment and consistently supports continuous learning.
-Act as a liaison to Product team regarding issue management (identification, escalation and prioritization).
-Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution.
-Establishes best practices and maintain quality control
-Provides support on special projects (i.e. Knowledge Base, Integrations, etc.).
Skills and Experience Required:
-5+ years’ experience in a similar role, supporting and leading a DDI environment (DNS, DHCP, IP Address Management)
-Background in managing technical staff and working within a Customer Support department of a software company.
-A passion for helping customers succeed.
-Critical decision-making capabilities and a “take ownership” professional attitude.
-Demonstrated ability to make plans yet able to alter them according to changing client demands and priorities.
-A proactive, energetic and go-getter mentality. Thrive in a multi-tasking environment.
-Ability to foster a teamwork culture.
-Excellent inter-personal skills, you’re genuinely interested in other people and show empathy for the customers.
-Excellent analytical capabilities, trustworthy and honest.
-Excellent verbal, written, and presentation communication skills with strong problem-solving skills.
-Plans for the day and identifies potential risks to success are communicated and actioned.
-Develop, coach, reinforce and manage operational standards, policies, procedures.
-Monitor and improve team performance, providing leadership, coaching and performance management in collaboration. 
We’ve got you covered!
Our benefits cover your health, wealth, and wellness. Not only does BlueCat have a great work environment, and employee programs, but we have a strong culture and live our values every day. We believe in Curiosity, Collaboration, Transparency and Ownership. Above all, we have fun.
Speaking of a great work environment, here are just a few of the perks for you to enjoy…..
Professional Development budget
Wellness Days + Wellness Week
AwardCo Recognition Program
Lifestyle Spending Account
If you’re as excited about the future of our company as we are, we would love to hear from you!
BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

More jobs at BlueCat Networks

Integration Engineer
Canada - Remote
2 months ago
Enterprise Support Engineer
Barcelona - Remote
7 months ago
Expired: Jan. 22, 2023, 1:05 a.m.
2 months ago