Role Overview Digital Media Support Team Lead oversees all activities of a team that operates on a technical support system to continually improve customer satisfaction and service quality. The primary role of a Team Lead is to build and manage an effective team that can provide valuable customer support in a timely manner. Lead & manages team goals, expectations, and outcomes on a daily, weekly and monthly basis. Conducts daily team meetings and have weekly client meetings to ensure quality and consistency across the team. Additionally, these meetings with the client are to ensure the team is meeting desired targets, where to shift metrics accordingly and propose new plans of improvement. Point of contact and liaison between the client and the team to communicate goals, improvements and any issues. The lead tracks the teams performance as well as their individual performance and find areas for improvement. Job Description Meeting the targets: daily, weekly & monthly and callout reasons proactively for any deviations Meeting the demands & the asks of the client Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operations Monitor team performance and report on metrics Motivate team members Discover training needs and provide timely coaching Handle Escalations Listen to team members' feedback and resolve any issues or conflicts Seek out information to ensure we are constantly improving the user experience Identify gaps and areas for improvement in execution processes and propose improvement solutions Recognize high performance and reward accomplishments Encourage creativity and risk-taking Suggest and organize team building activities Job Qualifications Minimum graduate degree or equivalent with a strong academic record 1+ years' experience at handling customers within service/technical fields with a minimum of 1 year experience in team handling (people management) Experience working in a B2C environment Demonstrated proficiency with written & spoken English Outstanding customer service skills Excellent Communication Skills Ability to work on a flexible schedule (occasionally holidays, weekends) Strong knowledge of Social media environment Demonstrated capacity for critical thinking and analysis Strong attention to detail Ability to identify and grow talent, lead, motivate and coach direct reportees Proven ability to establish and develop effective teams & manage their performance Proven ability to identify training needs and support development of programs Moderate understanding of business process improvement methods High level of integrity as demonstrated personally and professionally Proven ability to coach in one-on-one and also in a team setting Able to adapt quickly to changes in workflow Proficient in conflict management Familiarity with project management Comfort communicating with all levels of management Excellent organizational skills and detail oriented approach to problem solving Demonstrated proficiency in multitasking and prioritization Maintaining a thorough understanding of tool used & departmental process and policies Should have worked in client facing environment and should have strong client management skills Should have very strong analytical, data mining & data presentation skills Solid computer skills, especially MS Excel & PPT. Preferred Qualifications Familiarity with Zendesk & Salesforce is a plus Experience managing social communities across a social media platform. Show more Show less