Customer Support Team Leader Direct

The Group:

The Customer Support team promotes our “smart, fast, nice” principle of delivering service. It creates, maintains, and continually improves our internal service environment. The Morningstar Direct Support Team is committed to providing world-class support and service to our institutional clients. We help support, troubleshoot, and communicate with clients to make sure they’re able to make the most of our data and products.

The Role:

As the Team Lead of the U.S. Direct Product Support team, you will help oversee a dynamic team of customer support representatives who provide support on Morningstar Direct, our institutional investment analysis platform. You will be tasked with hiring, training implementation, and coaching the individuals that serve as the face and voice of Morningstar while ensuring the highest quality of service is offered. Founded on teamwork, this team will enable you to learn and grow with your peers while interacting directly with other internal data, product and service teams as well as our customers.

Responsibilities:

• Manage day-to-day operations for the Morningstar Direct Product Support team.

• Develop and monitor policies and procedures, operating structure, information flow, etc.

• Work cross-functionally with development, Data, Research and other corporate teams to solve complex issues and communicate product enhancements and updates.

• Apply a professional, timely, and proactive approach to escalated client issues and calls.

• Ensure the implementation of on-going training programs for the team.

• Facilitate team member growth and achievement of individual and departmental goals through coaching and mentoring.

• Demonstrate and promote strong client advocacy.

• Collaborate with Global Product Support team managers (in the United States and internationally), Customer Success leaders, and Direct product management.

• Maintain a working knowledge of the features, benefits and functionality of Morningstar products, and serve as a resource to team members.

• Provide and facilitate pertinent corporate, inter-departmental, and departmental communications as necessary.

Requirements:

• Detail-oriented and self-starter with an enthusiasm to drive support process and knowledge sharing improvements.

• Proficiency in Morningstar Direct with at least 9-12 months of hands on experience with the tool.

• At least 1-2 years prior customer service experience.

• A team player with strong knowledge of industry wide financial concepts.

• Excellent communication, organizational and time management skills, with an emphasis on critical thinking and strong attention to detail.

• Significant experience with Morningstar’s data/methodology, internal systems and product production processes.

• Experience with quality management methodologies including but not limited to LEAN Six Sigma is a plus.

• Bachelor’s Degree required; preferably in finance, economics or accounting.

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.