Team Lead, Customer Support

Who are we?

Equinix is the world's digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Team Lead, Customer Support

Job Summary

The Customer Support Team Lead is responsible for leading and managing a team of customer support agents who provide exceptional service in Local Languages and English. This role involves ensuring the delivery of high-quality support to customers while maintaining operational efficiency. The Team Lead plays a crucial role in team management, performance improvement, and process optimization. They actively support team members in handling customer inquiries, requests, orders, issues, and escalations. Additionally, the Team Lead provides day-to-day and escalation support for all levels of agents, addressing customer requests, inquiries, and questions through email, phone, or live chat.

Responsibilities

Customer Support

• Provides support for SME's and escalated customer requests, inquiries, and/or questions through email, phone, or live chat
• Responsible for understanding and improving customer satisfaction scores for their overall team
• Provides day-to-day and escalation support for all levels of GSD agents related to customer requests, inquiries, and/or questions through email, phone, or live chat
• May also take contacts from customers in the form of phone, email, and chat
• Provide customer experience recommendations to cross-functional teams, such as Customer Success Management, Customer Support Quality Assurance, IBX Operations, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements.

Management

• Performance Management based on KPIs
• 1:1 coaching and development and performance improvement planning
• Provides performance coaching and feedback results to their teams
• Coach and mentor GSD Teams through side-by-side support, escalation support
• Plans, monitors, and reports on team performance

Planning and Service Level Management

• Manages the operation in real-time and takes corrective actions to protect the service (queue and productivity management)

Process (Improvement/ Development/ Management/ Documentation)

• Directs team on adopting process and procedure changes
• Recommends alterations and identifies areas to improve for processes that they manage
• Participates in the development and improvement of processes while working with other cross-functional teams
• Has an expert understanding of the service desk process and the ability to articulate it in any situation

Business Systems

• Uses expert knowledge of business systems to identify issues and gaps in GSD business systems (e.g., SFDC, AWS Connect, CSC, ECP)
• Report and triage system issues to the proper channels

Projects and cross-functional discussions

• Participates in projects and represents own area of responsibility/expertise
• Serves as a Point of Contact for other cross-functional teams in matters requiring immediate assistance or operational clarifications
• Proactively provides feedback to other cooperating teams and develops cross-functional linkages

Recruitment process

• Suggests new hire based on/provided by the WFM process and operational needs
• Participates in the selection process and liaises with HR

Reporting

• Prepare and present regular business review reports on team performance metrics, customer and agent trends and insights, and operational efficiency to leadership
• Analyze trends in agent and customer feedback and provide insights for continuous improvements

Qualifications

• Minimum 4 years experience in a contact center environment
• 2-3 years of experience in leading and influencing co-workers
• Bachelor's degree in Business, Communications, or a related field preferred
• Strong leadership and people management skills, with the ability to motivate and inspire a team
• Excellent knowledge of contact center operations, best practices, and customer service principles
• Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders
• Proficiency in call center software, customer relationship management (CRM-Salesforce) systems, and other relevant tools
• Strong problem-solving and decision-making abilities with a focus on resolving customer inquiries efficiently and effectively
• Strong working knowledge of Microsoft Office and CRMs (Salesforce preferably)
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required by the contact center's operational needs
• Fluency in written and spoken English C1

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.