Team Lead, Customer Care (04pm-12am)

BlueCat provides a suite of solutions that help network, security, applications, and cloud and DevOps teams optimize the IP environment for outcomes that drive your business forward.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

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.

Responsibilities:

• 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) is plus.

• 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.

• Location - Belgrade - Serbia

• Working hours - 04pm - 12am (hybrid working policy)

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

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.