Support Team Lead
CurrentAs the Support Team Lead, it’s my responsibility to use all the skills in my toolbox to implement strategic growth, while having a passion for client success. In this role I wear two hats: growth architect and support champion. As the architect, it’s my responsibility to craft world-class growth strategies, fueled by a deep understanding of marketing principles and data analysis. My focus is on delivering exceptional client experiences that drive measurable growth. My expertise also extends beyond strategy. I am also the go-to growth specialist for our support team, ensuring every single client inquiry and request is handled efficiently and with a human touch. This involves acting as the support champion for client success (i.e. managing support tickets, and fostering a seamless support experience at every stage). This is done by collaborating closely with my team and inspiring creative solutions for creative problems to maintain high efficiency and productivity.The cherry on top: I also strategically improve and lead the evolution of our Grow Service and offerings to ensure Big Red Jelly stays ahead of the curve and delivers exceptional value to our clients. This role demanded a seasoned marketing professional with a proven track record and passion for fostering a thriving, collaborative team environment, and I work to fulfill that requirement daily!KPI Responsibilities: - Number of clients managed. - Number of tickets closed (by myself and team). - Quality of tickets closed (by myself and team). - Time to close tickets (by myself and team). - Ensuring proactive work is completed for membership clients. - Ensuring we maintain a low churn rate via exceptional service.
