at Cision US Inc in Cleveland, Ohio, United States
Job Description
As a Team Lead, you have tremendous influence over the quality of service that Cision customers receive and the long-term success of the Customer Content Services team. The Team Lead provides internal advisory-level consulting expertise to team of content editors; and second-level external escalation support to clients. TLs provide extensive product knowledge, problem resolution, troubleshooting and technical support. The TL is responsible for copy prioritization hour to hour, working closely with editors to ensure client content is handled in a timely manner. The TL also is the primary escalation point for Inside and Enterprise Sales teams, offering guidance, feedback and assistance. Success in this role requires a passion for client success, a strong work ethic, good judgment, deep product knowledge and the desire to lead in a team environment.
Responsibilities
Understand and be a resource for all of Cision's products, services, procedures and guidelines and communicate same to all team members
Ensure that the Distribution team is meeting the needs of Cision, its customers and its employees and motivate the Distribution team to improve performance consistently
Manage workflow, including prioritizing timely copy, assigning to team as needed, and staging, processing and QAing critical and timely copy as necessary.
Provide world-class customer service in every interaction for optimal team performance and customer satisfaction
Demonstrate ownership and ability to follow issues to resolution and client satisfaction
Assist in owning and handling client escalations
Assist management in facilitating necessary training and process adjustments to fully align the North America overnight team
Assist management with coaching and development of the Distribution team and improving departmental processes, including on the desk training support and mentoring specialists at all levels
Provide ad hoc coaching and feedback sessions based on issues that arise when needed
Identify training needs. Communicate training opportunities to manager and training specialists.
Assist management in scheduling and organizing shifts based on workflow and customer contact trends. Aid management in covering critical or emergency shifts as necessary.
Support the development of product manuals, FAQs and other internal editorial resources
Liaise with Product teams, Development, Quality Assurance, Technical Operations, etc. as needed
Build relationships with teams and departments with which Distribution interacts (i.e. Sales, Support, Development, etc.)
Support of USCCSManagers emails
Handles first-level escalations sent to CCS leadership team(s)
Handles Tech Support queries; liaison to OnlineContent, DFS teams
Qualifications
Previous leadership role experience preferred
Knowledge across all Cision Distribution platforms required
Proven reliability
Proven ability to work well in a high-pressure environment
Excellent communication (written and verbal) skills
Strong technical troubleshooting and problem-solving skills
Knowledge of Microsoft Office is required
