Digital Support Lead

A Digital Support Lead is responsible for managing and overseeing the digital support team, ensuring efficient and effective resolution of customer issues and inquiries. The role requires strong technical knowledge, excellent communication skills, and the ability to work in a fast-paced environment. The Digital Support Lead will also be responsible for analyzing customer feedback and identifying areas for improvement in the digital support process.

Responsibilities:

1. Manage and oversee the digital support team, including hiring, training, and performance management.
2. Ensure efficient and effective resolution of customer issues and inquiries through various digital support channels (e.g. chat, email, social media).
3. Analyze customer feedback and identify areas for improvement in the digital support process.
4. Collaborate with cross-functional teams to improve the overall customer experience and drive customer satisfaction.
5. Stay up-to-date with the latest digital support tools and technologies, and implement them to enhance the support process.
6. Develop and maintain digital support documentation and knowledge base.
7. Monitor and report on key performance metrics, such as response time, resolution time, and customer satisfaction.
8. Identify and address any technical issues or bugs that may impact the digital support process.
9. Provide regular coaching and feedback to the digital support team members to enhance their skills and performance.
10. Stay informed about industry trends and best practices in digital support and customer service.

Preferred Candidate:

1. Bachelor's degree in a related field.
2. Minimum 4 years of experience in digital support or customer service role.
3. Strong technical knowledge and experience with digital support tools and technologies.
4. Excellent communication skills, both written and verbal.
5. Ability to work in a fast-paced and dynamic environment.
6. Strong problem-solving and decision-making abilities.
7. Ability to lead and motivate a team.
8. Attention to detail and ability to multitask.
9. Strong organizational and time management skills.
10. Ability to work independently and collaboratively.