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Team Lead for 99D by Vista

Date:  Nov 24, 2021
Location: 

Taguig, Metro Manila, PH, 1634

Company:  Vista

Location: Philippines

Department: Support

Status: Full-time        

Supervisor To: US & AU Email and Chat Client Support Representatives

Updated: November 2021

 

99designs by Vista

99designs by Vista is a global creative platform that makes it easy for designers and clients to work

together to make designs they love. They bring opportunities to designers globally through

design contests and direct project work, and they have a community of designers located in

192 countries. Since their humble beginnings in 2008, 99designs has gone from strength to strength and is regarded as one of Australia’s leading tech businesses.

 

 

Job Summary

Reporting to the Client Support Manager Australia, the PH Client Support Team Lead ensures that the day-to-day operations of the US & AU Email and Chat Client Support team run smoothly, guaranteeing the best possible support experience for our clients. They conduct onboarding and ongoing training for Client Support Representatives working US and AU working hours. They will be focusing on the English market, but will be available to assist with support questions from global support team members.

Key Responsibilities include the following. Other duties may be assigned to meet business needs.

  • Be the main contact for client concerns or escalations when needed. Responsible for suggesting methods to improve area operations, efficiency and service within the Support teams and for our clients
  • Monitor the queues and help out as needed.
  • Provide proactive coaching and support to the team where needed, including Quality Experience (QX)
  • Identify sales / retention opportunities. 
  • Use appropriate judgment in upward communication regarding department and client concerns.
  • Work as a member/leader of special or on-going projects that are important to area/process improvement
  • Reporting and data interpretation
  • Assist the Support Manager with daily operation of the Support team, including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs.

Required Education, Experience, and Skills

  • Small team leadership and or managerial experience
  • Ability to communicate effectively to a variety of audiences
  • Ability to provide and support a vision and direction
  • Knowledge of best practices in terms of service excellence initiatives and creating customer WOW
  • Strong interpersonal skills
  • Ability to train others and assist in developing ongoing training programs
  • Background or passion for the design process
  • Time Management Skills
  • High attention to detail
  • Experience with Zendesk a plus

Leadership

  • Manage and lead a motivated and engaged Client Support Team
  • Ability to lead by example

 

Recruitment

  • Support hiring process as needed.

 

99designs by Vista Values

  • We believe in putting people first
  • We believe the journey should be fun
  • We believe design has no borders
  • We believe in people helping people create their own success


Required Personal Attributes

  • Positive Attitude
  • Motivated by successfully meeting clients’ needs coupled with a desire to go beyond the call of duty to exceed the client's expectations.
  • A passion to continually learn more and help others to learn more
  • Ability to think and problem solve independently
  • Ability to motivate others

Physical Requirements

  • Ability to communicate via phone and email
  • Ability to work at a computer for extended periods of time
  • Potential for some work on weekends and holidays


Job Segment: Manager, Business Process, Management