Job Description
The Team Lead is responsible for overseeing the Service Level Support team, ensuring the seamless resolution of VMS-related case management tickets while maintaining strict adherence to global SLAs. This role bridges the gap between operational execution and strategic improvement, managing a team that supports over 20 internal squads. The Lead will act as the primary escalation point and regional coordinator, driving excellence across NAM, EMEA, and APAC regions.
Key Responsibilities
Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting regular performance reviews and ensuring consistent resolution standards across all platforms (Freshdesk, ServiceNow).
Escalation Management: Serve as the final point of contact for complex VMS issues involving Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
Strategic Process Optimization: Analyze recurring case trends identified by the team to design and im...
Key Responsibilities
Team Leadership & Performance: Lead and mentor a team of Support Analysts, conducting regular performance reviews and ensuring consistent resolution standards across all platforms (Freshdesk, ServiceNow).
Escalation Management: Serve as the final point of contact for complex VMS issues involving Fieldglass, VNDLY, and Beeline, ensuring high-priority cases are resolved without breaching SLAs.
Strategic Process Optimization: Analyze recurring case trends identified by the team to design and im...
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