Clarivate is looking for a Senior Team Lead, Customer Care to lead a high-performing customer support team. You will ensure timely and effective solutions to product and service inquiries while collaborating with senior leadership to shape strategies, achieve operational goals, and elevate customer satisfaction.
What You'll Do
- Lead your team to deliver consistently high standards of customer support.
- Maintain team schedule, including shift and holiday coverage.
- Assure team adherence to department case management, response, and resolution requirements.
- Manage escalations within the team and escalate technical customer issues outside of the team as necessary.
- Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team.
- Plan and lead team-level quality and process improvement initiatives.
- Deliver consistent and timely training, guidance, and feedback to encourage colleague success.
- Oversee day-to-day operations and lead a team of colleagues.
- Plan, delegate, and direct the team’s day-to-day work to achieve operational targets or objectives.
- Provide primary input on staffing activities for the team and independently manage colleague performance and career development.
What We're Looking For
- Bachelor’s Degree or equivalent.
- 5 years of relevant experience.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
