Customer Support Team Lead

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Position Overview: 

We are seeking a Customer Support Team Lead to drive performance and provide support to our diverse customer 
support team. The perfect candidate for the role will be an experienced team leader who is able to build strong 
working relationships across our team and clients. Our Team Lead will have a passion for handling complex queries 
and will be a true ambassador for the support team.

Key Responsibilities:

• Supervise a team of 3-6 agents including responsibility for performance management, training and leadership 
  projects as needed.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests 
  about products and services, Coaching teams to de-escalate
• Meeting with internal stakeholders across different departments and external clients to discuss product 
  updates and any priority issues
• Perform weekly1-1s and team meeting whilst overseeing weekly Quality and KPI targets.
• Monitor case queue to ensure cases are being distributed efficiently within standard SLA's
• Identify and escalate priority issues to dev team and Services as required
• Hold Q&A sessions with team members to ensure knowledge is being transferred and cases are being 
  resolved in a timely manner.
• Document support activities, customer issues and resolutions for reference purposes.
• Develop training materials and conduct trainings for new hires
• Manage small to medium scale projects within the Support team.
• Ad hoc duties as required

Required Experience/Skills

•  3-5 years’ experience of phone-based Software Application/Technical Support, supporting end users
• Be an example of the positive, customer focused attitude the wider team should emulate
• Create a positive team environment with an open communication culture
• Create a coaching culture leading by example
• Excellent communication skills with internal stakeholders
• Have a strong analytical ability to resolve technical issues and a deep level of product knowledge
• Advocate for the Voice of the Customer -Make decisions and prioritise workload with the customer in mind
• Represent the Diligent Brand. Attend company meetings and distil information and updates to the wider team
• Be flexible, agile and resilient in the face of a fast-paced environment
• Be able to manage and prioritise various tasks and issues as they emerge. Be able to delegate to CSS agents 
  where needed

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}