Support Team Manager - Amy Cell Talent

Are you a self-motivated & ambitious Customer Support Specialist who thrives in a dynamic environment? If so, read on!

About Us

LSPedia is a global software (SaaS) leader at the forefront of traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical, healthcare, and food industries. As a distinguished Top 50 Michigan Company and recognized on INC's list of the fastest-growing companies in America, LSPedia stands as a beacon of innovation and excellence.  Our cutting-edge software solutions have earned the trust of major players in the pharmaceutical and healthcare sectors, including esteemed organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, Walmart, Rite Aid, and thousands more. We take pride in our commitment to delivering unparalleled traceability and compliance solutions that redefine industry standards.  

About the Opportunity

LSPedia is seeking a proactive, detail-oriented Customer Support Specialist to support a dynamic team. The successful candidate should have strong organizational and customer service skills, exceptional attention to detail, and the ability to identify and escalate issues that could impact customers' satisfaction and job performance. 

Key Responsibilities:

• Supervising customer services teams consisting of 8-10 members working in different shifts.
• Addressing customer inquiries and resolving issues.
• Implementing advanced tools for efficient capture of solutions in a user-friendly knowledge base.
• Leveraging AI and advanced tools to speed up issue resolution.
• Monitoring tickets to identify potential widespread issues affecting multiple customers.
• Escalating real-time issues classified as severity 0 or 1.
• Establishing team objectives, defining key performance indicators (KPIs) and tracking progress.
• Recruiting, hiring and providing onboarding and training for new employees.
• Quarterly objective setting and reviews for each team member.
• Meeting/exceeding EOS objectives assigned by your management.

About You

• Experience managing a tiered Customer Support Desk.
• Certifications in ITIL, CompTIA, or other relevant frameworks preferred.
• Familiarity with the SaaS model, subscription-based services, and cloud-based solutions.
• Proficient in report-writing, presentation skills, and using software like Microsoft Office, SmartSheet, HubSpot, and ChatGPT.
• Experience in supply chain processes, pharmaceutical manufacturing, or global serialization efforts is a plus.

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