Partner Support Team Lead

The Partner Support Team Lead oversees Brandmuscle’s client support, ensuring service levels are met across phone, email, and chat. This role involves leading a team, improving support processes, managing client implementations, and collaborating with internal departments. The leader will also track performance, provide coaching, and offer training to team members, focusing on effective, results-oriented support for individual franchisees and dealers.

Must Have

• Provide day-to-day leadership to the Partner Support team
• Ensure all support service level metrics are achieved
• Identify opportunities to improve the support process
• Ensure team members have necessary tools and training
• Work directly with corporate clients on local marketing services
• Drive business targets and deliver on shared team goals
• Track performance metrics and analyze individual activity
• Present a training program and defined career path
• Respond to customer inquiries (calls, chats, emails)
• Resolve problems and provide a positive customer experience
• Provide feedback to clients and participate in strategic leadership
• Hire, train, and supervise customer support representatives
• Compile and analyze data to measure performance
• Develop/Review quality control processes and provide feedback
• Provide training and upskilling opportunities for team members

Good to Have

• Experience with Zendesk
• Experience with Salesforce
• Experience with Workforce Management

The Partner Support team is responsible for overseeing Brandmuscle’s support efforts for clients looking for assistance while using our software. The support team offers phone, email, and chat channels for our clients to contact us. The support team is responsible to achieve and exceed acceptable service levels for all channels.

Team Leader, Partner Support is responsible for the overall success of a company's Partner Support team. They may be required to work directly with corporate stakeholders and individual franchisees and dealers, with a passion for effective, results-oriented support. This position will also provide on-site coaching and training to team members and work collaboratively with other internal departments within the company to effectively communicate and train program/product/policy updates to the support team members.

Responsibilities:

• Providing day-to-day leadership to Brandmuscle’s Partner Support team, helping to ensure that all support service level metrics are being achieved
• Identifying opportunities to improve the support process and ensure that all team members have the tools and training necessary to meet the needs of Brandmuscle clients
• Working directly with Brandmuscle corporate clients to manage the introduction and implementation of Brandmuscle’s local marketing services
• Working with cross-functional team members to drive business targets and deliver on shared team goals
• Tracking performance metrics and analyzing individual activity, productivity and pacing (call reviews, scoring, coaching, development, performance improvement)
• Presenting a training program and defined career path
• Respond to customer inquiries (incoming calls, chats and emails), resolve problems, and provide a positive customer experience
• Providing feedback to client and taking part in strategic leadership, idea sharing and proactive initiatives
• Team management: Hire, train, and supervise customer support representatives
• Performance measurement: Compile and analyze data to measure performance, monitor progress, and report to upper management
• Quality assurance: Develop/Review quality control processes, review interactions and provide feedback to improve service delivery
• Training: Provide training and upskilling opportunities for team members

Requirements

• Bachelor’s degree required
• Familiarity with a variety of approaches to provide customer service through email, chat, and inbound/outbound calls
• Superior communication skills, both verbal and written
• Detail- and client service-oriented
• Well-versed in use of Microsoft Office products (Excel, PowerPoint, Outlook)
• Excellent organizational skills
• Ability to manage escalation path
• Willingness to work in 24 * 7 work environment
• Willingness to work on weekends with scheduled week offs as per business requirement

Desired Experience

• Minimum of (3) years of experience in leading customer support team
• Experience with Zendesk, Salesforce, Workforce Management recommended