Customer Support Team Lead

Mimecast Lexington, MA, MA
customer support team lead team mimecast manager management training community customer support oversight monitoring engineer
November 23, 2022
Lexington, MA, MA
The Customer Support Team lead is a player & coach role, assisting with oversight of the core support team and overall management of the support queue while continuing to engage in support cases directly with customers. The individual will assist with mentoring other team members and fostering the Mimecast Way, and can serve as a backup to the Manager of the team.


Team Oversight

* Ensure queue cases are handled efficiently, adhering to support SLAs.
* Assist the manager with monitoring the phone queue to ensure appropriate staffing throughout the day and engineer schedule adherence.
* Assist the manager with monitoring overall case response times and SLA achievement, verifying customers are contacted in line with internal guidelines
* Review cases periodically to ensure appropriate procedures and escalation paths are followed by team members.
* Provide periodic updates to Customer Support Manager on engineer performance, potential issues, and opportunities for improved efficiency.
* Monitor relevant Slack channels (911, SD Global, etc.) and ensure appropriate team awareness and response.

Case Handling

* Handle email cases and phone calls from the queue as appropriate, in line with established targets.
* Serve as formal escalation point within the team for difficult cases
* Be available for warm transfers for "supervisor" escalations when necessary
* Assist with scheduled calls and one-off projects with customers as needed or as directed by management.
* Cases that require significant investigation or potential development review should still be escalated to the Senior Support Engineers. However, JIRA cases can be opened as required for routine escalations.

Team Mentorship

* Assist with growing the skills of individual team members, providing feedback on appropriate case handling, and troubleshooting strategies.
* Work with management to help identify support trends and opportunities for improvement within the team.
* Provide training to new hires and ongoing skill-up training for existing employees. Ensure engineers are attending relevant training sessions and participating in enablement sessions.

The ideal candidate for this role will have the following characteristics:

* 2-4 years of relevant experience
* Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.
* An emphasis on customer satisfaction and the ability to remain calm under pressure.

Why Mimecast?

We're fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly - and outstandingly. We're big on honesty because it makes us better. We're empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That's The Mimecast Way.

And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.

Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.

DEI Statement

Cybersecurity is a community effort. That's why we're committed to building an inclusive, diverse community that celebrates and welcomes everyone - unless they're a cybercriminal, of course.

We're proud to be an Equal Opportunity and Affirmative Action Employer, and we'd encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won't affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected]

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

In an effort to protect the health and resilience of our global community, Mimecast requires all individuals to be fully vaccinated for COVID-19 and/or receive a negative test before entry into our offices.

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