Senior Team Lead, Customer Care

Job Responsibilities:

• Lead team to deliver consistently high standards of customer support. 
• Maintain team schedule, including shift and holiday coverage. 
• Assure team adherence to department case management, response, and resolution requirements. 
• Manage escalations within the team and escalate technical customer issues outside of the team as necessary. 
• Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team. 
• Plan and lead team-level quality and process improvement initiatives. 
• Deliver consistent and timely training, guidance, and feedback to encourage colleague success. 

Management Responsibilities:

• Oversee day-to-day operations and lead a team of colleagues. 
• Plan, delegate, and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team. 
• Provide primary input on staffing activities  for the team and independently manage colleague performance and career development 

Minimum Qualifications:

• Bachelor’s Degree or equivalent 
• 5 Years of Relevant Experience 

Job Category Summary:

Responsible for providing best-in-class service to Clarivate’s customers through timely and effective responses to all customer inquiries. 

At Clarivate, we are committed to providing equal employment opportunities for all  qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.