Onboarding & Customer Support Team Lead

Blueface is a Comcast Business technology company specializing in unified communications as a service to carriers and businesses of any size, anywhere in the world. Based in Dublin, Ireland, Blueface began in 2004 with a mission to change how businesses communicate globally. Comcast Corporation is a global media and technology company with three primary businesses: Comcast Cable, NBCUniversal, and Sky. Blueface has a global reach with headquarters in Dublin, Ireland and Philadelphia, USA; with additional offices in New York, Rome, and Madrid. As a member of Comcast Business, Blueface’s culture is built on integrity and respect—with the goal of working together to drive ourselves and our businesses to always be creative, innovative, and competitive. At Blueface, we embrace good ideas and bring them to life quickly. We’re forward-looking and restless in looking for new ways to innovate for our customers. Job Summary A Blueface Operations Team Lead has a passion for providing customer services to our Global Customer Base while leading the growth and development of the growing Operations team. This role and team are responsible for ensuring operational readiness (tools, process, procedure and training) and excellence across our Onboarding, Support and Accounts teams. Job Description Scheduled Hours: 12 - 9 pm EST / 11 am - 8 pm CST / 10 am - 7 pm MST / 9 am - 6 pm PST *(Based on candidate geography - some flexibility for team meeting will be necessary) Core Responsibilities Lead the team to ensure successful customer onboarding and ongoing support Teach and mentor new joiners and manage existing team members development Ensure appropriate process and procedures are in place for all activities carried out by the team Ensure both recurring 1 to 1 and team meetings are in place to foster an open environment for facilitating feedback and growth Resolve escalated customer and Whitelabel/Partner onboarding queries Proactively identify trends in issues that may prevent an order from advancing to installation and escalate matters to the appropriate party for resolution assistance. Proactively identify trends by monitoring and reporting on incoming calls and tickets and in turn providing training to the team as required Ensure platform training is offered to all new customers onboarding to reduce queries in the support team within the following weeks Ensure platform faults are reported as per the agreed procedure to NOC in a timely manner having undergone the agreed troubleshooting steps. Manage customer expectations while these faults are under investigation and fix Attend recurring meetings with partners to analyse teams performance and metrics Communicate positively at all times with team members, customers, and other partners to ensure that a best-practice and team-focused approach is maintained to ensure all customers receive the highest possible standard of service and support. Support adhoc operations and business initiatives as required acting as an SME within the Operations space Recommend improvements in products, services, or billing methods and procedures to prevent future problems Education level required for role (if applicable): BA/BS or equivalent university degree Preferred Requirements for Role (if applicable) Ex: (Certifications, industry experience, areas of expertise) Ability to excel in an energetic, fast paced, customer focused environment Highly motivated and hard-working with ability to think clearly under pressure The expertise to work well individually and within a team, across multiple locations and parties Zendesk experience is a bonus Working knowledge of Microsoft Office Suite tools Previous experience with IP & Telephony Experience working with global teams Additional Languages is a plus Demonstrated experience troubleshooting customer escalations in a ticket based workflow while achieving SLA requirements Years of Experience Requires to performance role (Estimate- can be a range): 3+ years experience in Technical Support, Help Desk Support or Customer Service 1+ year Team Lead/Management experience Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications. Comcast is an EOE/Veterans/Disabled/LGBT employer.
blueface Education Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience. Relevant Work Experience 5-7 Years Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.