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