Product Support, Team Leader

Who We Are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you’ll do & how you’ll make your mark.

• Leads by example, inspires, motivates and manages staff, strictly adhering to the companies’ guidelines and expectations
• Creates an environment orientated to trust, open communication and cohesive team effort
• Coaches, educates, trains and supervises the team to work together and ensure they’re delivering exceptional customer service
• Delegate tasks, set deadlines, offers guidance and feedback to Technical Support Associates
• Helps disseminate any new information to the team and keep them updated with any new products launched or new processes as means to ensure correct updates are given to the customers at all times
• Monitors the team closely in relation to service standards, productivity and report on metrics
• Assists and educates agents with any technical challenges and further troubleshooting
• Takes supervisory/complaints, queries or calls, provided that agents already tried to take call ownership and exhaust all resources
• Monitors and evaluates overall and individual performance of the agents, providing learning or coaching opportunities, and taking corrective action, if necessary
• Identifies the needs of the Technical Support Associates and mentors them towards development
• Maintains confidentiality, address personal and team issues sensitively and appropriately
• Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice
• Escalates issues urgently, correctly and accurately and follows up unresolved cases
• Provides accurate and detailed monthly and weekly performance reports
• Keeps up personal skills by answering calls, chats or tickets on a required basis
• Analyzes the day-to-day operation, volume of tickets, chats and emails in queue and implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved
• Supports company decisions and policies and effectively relay messages to co-workers
• Works collaboratively and closely with fellow Team Leaders, Managers and Training Team
  
  
  

Who you are & what you’ll need to succeed.

• Must have at least 6 months experience as Product Support Specialist or equivalent
• Preferably with 1 year supervisory background
• Must have at completed at least 2 years in College of any course
  
  
  

Why you’ll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regulatization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
  
  
  

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.