Team Lead, Customer Care

vor 7 Stunden

München, Deutschland Clarivate Vollzeit

Clarivate is seeking a Team Lead, Customer Care to lead a global team of Technical Support specialists in technical product support and customer communication within our Academia and Government suite of products.

In this role, you will mentor and coach the technical support team.

**About You - experience, education, skills, and accomplishments.**
- Bachelor’s degree in related field
- 2+ years of experience providing online training or customer support.

**It would be great if you also had**
- Master of Library Science (MLS), or Master of Library and Information Science from ALA accredited institution, or equivalent experience/degree.
- Experience with MS Office (Excel, Word and PowerPoint) and technical troubleshooting tools.
- Previous experience with JavaScript and XML
- Advanced experience with HTML and CSS.
- Fluency in an additional European language would be a bonus.
- Experience with library OPACs and other bibliographic records systems.
- Experience with electronic journals and databases and using academic search engines.

**What will you be doing in this role?...**
- Lead 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 customer issues outside of the team as necessary.
- Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team.
- Lead team-level quality and process improvement initiatives.
- Deliver consistent and timely training, guidance, and feedback to encourage colleague success.

**About the Team**

The role reports to the Senior Manager, Customer Care, based in Israel.

You will join a global team of colleagues who provide customer care and technical support to customers using Clarivate A&G products.

**Hours of Work**

This is a full-time permanent position based in Germany.

This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

LI-Hybrid, #LI-Remote

At Clarivate, we are committed to providing equal employment opportunities for all 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.

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