Team Lead Support
Offer summary
Qualifications:
BS/BA in Computer Science, MIS, or equivalent degree, 5+ years of technical customer support experience, 2+ years of technical team lead experience, Strong analytical, communication, and problem-solving skills..Key responsibilities:
- Oversee day-to-day performance of the Support team and ensure training goals are met.
- Ensure compliance with SLAs for customer service satisfaction and issue resolution.
- Collaborate with internal teams and external partners for timely ticket resolution.
- Conduct employee reviews and lead daily huddles to maintain team performance.
Job description
If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
The Global Customer Support Team Lead is a leadership position within the Infios Global Customer Support department (GCS). This position will report to the Manager, Support. The position onboards, trains, and mentors the services/support staff in the pursuit of delivering technical support for the various Warehouse Management System products at Infios.
Please submit resumes in English. Strong English speaking and writing communication skills are required.
What a day in the life looks like:
Oversee and execute the day-to-day performance of the Support team ensuring onboarding, training, and mentoring goals are met.
Responsible for technical execution of the associated team members. Including case hygiene, SLA compliance, re-open rate, and process and policy compliance.
Ensure the team meets or exceeds defined customer service satisfaction scores and meets SLAs for initial response and issue resolution.
Ensure the team maintains clear, concise communication with customers and internal teams. Accurately document all relevant information in the ticketing system.
Collaborate seamlessly with internal teams, external partners, and vendors. Proactively escalate tickets when necessary to ensure timely resolution.
Conduct employee reviews, two-weekers and lead daily huddles.
Ensure that the Support team is trained, educated, and follows best practices.
Availability for escalation assistance for the 24/7 coverage team
Ensure that the Körber brand is being delivered to our customers consistently.
Support the operation and continuous improvement of the monitoring of our cloud solutions
Curate various types of documentation for continuous improvement for technical teams
What you bring to the team:
BS/BA, Computer Science, MIS, or equivalent degree
5+ years’ technical customer support experience
2+ years’ technical team lead experience
Intermediate to Advanced Microsoft SQL Server and/or Oracle DB programming experience
Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
Strong customer service skills and ability to multi-task
Strong analytical, communication, and problem-solving skills
Ability to prioritize tasks and self-manage
Fluency in English
Strong knowledge of Körber Software.
Warehouse Management Systems (WMS) expertise in RedPrairie (JDA), Manhattan Associates, SAP- WM, Oracle-WM, Accellos, Infor, etc.
Supply Chain and Distribution Industry knowledge and experience.
Experience with computer programming and basic understanding of computer programming languages recommended
Networking, systems, security, and procedures
Previous experience leading technical teams
#LI-JL1
#LI-Remote
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@infios.com
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
Required profile
Experience
Other Skills
- Team Leadership
- Communication
- Analytical Skills
- Multitasking
- Customer Service
- Problem Solving
- Prioritization