Team Lead, Customer Support

**We're looking for a**
**Team Lead, Customer Support (Auckland, New Zealand)**

**Customer Support Team Lead**

**Overview**

The role of the Customer Support Team Lead is to manage a team of Customer Support Specialists working on the Cornerstone product. The Customer Support Team Lead will need to demonstrate excellent communication, analytical, customer service and team management skills. The mission of the Cornerstone Customer Support Team is to contribute to the business success of our customers by delivering a world class support service providing timely communications and effective issue resolution.

**In this role you will...**
- Coach the team to develop strong customer service skills, improving their ability to receive, analyse, troubleshoot and assist Customers in resolving any questions or issues.
- Monitor individual and team performance, providing positive reinforcement, coaching as appropriate.
- Articulate necessary technical and non-technical information to customers in a simple and concise manner.
- Conduct individual appraisals, having input in setting measurable goals and objectives for team members.
- Promote use of the Knowledge Base and creation of Knowledge Base articles to enable self-service support for Customers.
- Own and manage a caseload, assisting in resolving issues.
- Consideration for privacy and security obligations

**You've got what is takes if you have...**
- Bachelor's degree in Computer Science or related experience and/or training.
- 8+ years of experience in IT Customer Support environment, 2+ of which in Team Lead capacity.
- Strong interpersonal and communication skills, including active listening.
- Customer orientated, including recognising the business impact of issues and recognising when to escalate.
- Flexibility, ability to change priorities quickly and capacity to handle multiple tasks.
- Effective organisation and time management skills.
- Excellent written and verbal communication skills.
- Self-motivated and the ability to motivate and engage a team.
- Flawless English.
- Experience in the Talent management / Talent acquisition industry is a plus.

**Our Culture**:
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you
**What We Do**:
Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 75 million people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Check us out on Linkedin, Comparably, Glassdoor, and Facebook

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