Team Lead - Customer Support

Verisign helps enable the security, stability, and resiliency of the internet. We are a trusted provider of internet infrastructure services for the networked world and deliver unmatched performance in domain name system (DNS) services.
We are a mission focused, values driven company where each individual can contribute to building a stronger, more secure internet. We offer a dynamic and flexible work environment with competitive benefits and the ability to grow your career.The Technical Support Team Lead works to ensure timely, effective support to customers. They are primarily responsible for the tactical management of contact center queues and cases, working to ensure these are handled according to required levels of performance, as well as timecard management and the scheduling of resources.
The Team Lead will set an example by displaying customer service best practices and being a subject matter expert on Verisign products. They may be asked to act in the supervisor/manager's place. This position is in a 24/7 support center, and the Team Lead may be required to work nights or weekends and will participate in the on-call rotation for escalations. This role will be Monday-Friday 12:00PM - 9:00PM (subject to change).
The role is primarily supervisory, with approximately:

90% focused on team leadership, workload, workforce planning, and employee development
10% dedicated to handling customer inquiries, technical issues, and escalations

RESPONSIBILITIES:

Leadership:

Lead the daily operations of the technical support team to ensure service levels, quality standards, and customer satisfaction goals are achieved
Monitor and manage support queues, case workloads, staffing schedules, and timecards
Coach, mentor, and develop team members through regular one-on-one meetings, goal setting, performance reviews, and ongoing feedback
Manage employee performance, including corrective action planning and development initiatives
Support recruiting, interviewing, onboarding, and training of new team members

Customer Support & Escalation:

Works closely with management to identify best practices, strengths, weaknesses, opportunities, and threats
Assists, leads, and/or coordinates with critical projects/initiatives
Works closely with engineers, product managers and sales engineers to improve product vision and contributes in a meaningful way to customer success
Supports team in resolving highly technical and complex problems and works closely with other departments within the organization to identify root cause and resolution
Assists management with customer escalations

Quality & Process Improvement:

Performs quality assurance for team and maintain calibration with QA organization
Partner with the Triage Manager to develop and administer semiannual technical certification assessments
Participate in customer meetings and conference calls as needed to support high-priority accounts and performs loyalty callbacks to maintain high levels of customer satisfaction

REQUIREMENTS:

Bachelors Degree or equivalent work experience
2+ years experience managing teams, coaching employees, or serving in a supervisory capacity
5+ years of technical customer support center or technical helpdesk experience
Experience supporting corporate clients
Experience collaborating across business teams to resolve complex, technical issues
Experience managing multiple priorities in a fast-paced, customer-focused environment
High aptitude to learn complex technical concepts

This position is based in our Reston, VA office and offers a hybrid work schedule.
The pay range is $99,000 - $134,000.
The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock <awards.Verisign> is an equal opportunity employer. That means we recruit, hire, compensate, train, promote, transfer, and administer all terms and conditions of employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, age, protected veteran status, disability, or other protected categories under applicable law.
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