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, Service Now).
- 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 an...
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, Service Now).
- 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 an...
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