Duties and Responsibilities

·       Troubleshoot complex support issues involving proprietary case management systems and related technologies.

·       Serve as the primary escalation point for advanced customer support issues.

·       Monitor support queue health and case movement to ensure contractual service level agreements are met.

·       Coordinate workload distribution and prioritize support activities across the team.

·       Facilitate daily support operations and assist with coverage planning.

·       Lead and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and progress toward support objectives.

·       Serve as the primary Customer Support representative and point of contact during Support Triage meetings.

·       Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability.

·       Monitor team capacity and make recommendations regarding work assignment and prioritization to maintain service level commitments.

·       Lead customer meetings and internal discussions requiring advanced product or technical expertise.

·       Identify trends, recurring issues, and opportunities for process improvement.

·       Provide day-to-day leadership and guidance to Customer Support Specialists.

·       Mentor and coach team members on technical skills, customer service practices, and case management.

·       Conduct peer reviews and quality assurance reviews of support cases.

·       Assist with onboarding and training of new support staff.

·       Identify training opportunities and coordinate knowledge-sharing activities.

·       Support employee development by providing feedback and recommendations to department leadership.

·       Serve as a resource for team members requiring assistance with complex cases.

·       Develop and maintain support procedures and best practices.

·       Recommend improvements to support workflows, tools, and customer communication processes.

·       Collaborate with all Alliance teams to improve customer outcomes.

·       Assist in the development and delivery of support training initiatives.

·       Identify and communicate customer-impacting issues proactively.

·       Serve as the primary point of contact for the Support Script Approval Process.

·       Review, coordinate, and track approval of support scripts, customer communication templates, and related support content to ensure consistency, accuracy, and adherence to organizational standards.

Supervisory Responsibilities

·       Assist HR and Department Heads to review resumes, conduct interviews, and assess candidates for their skills and alignment with team goals.

·       Coordinate with Department Heads on performance reviews for team members, providing constructive feedback and guidance for professional development.

·       Document performance concerns, initiate corrective actions and work closely with HR to implement disciplinary measures when necessary.

·       Review and process time-off requests, considering team workload and staffing requirements.

·       Coordinate daily team activities and provide work direction and guidance.

·       Assist with onboarding and training activities.

·       Make recommendations regarding process improvements and staffing needs.