Team Lead - Customer Support

United States·Restonlead

OtherTeam Lead

0 views0 saves0 applied

Apply Now

Quick Summary

Key Responsibilities

Leadership: Lead the daily operations of the technical support team to ensure service levels, quality standards, and customer satisfaction goals are achieved Monitor and manage support queues,

Requirements Summary

Bachelors Degree or equivalent work experience 2+ years experience managing teams, coaching employees,

Technical Tools

OtherTeam Lead

Verisign helps enable the security, stability, and resiliency of the internet. We are a trusted provider of internet infrastructure services for the networked world and deliver unmatched performance in domain name system (DNS) services.

We are a mission focused, values driven company where each individual can contribute to building a stronger, more secure internet. We offer a dynamic and flexible work environment with competitive benefits and the ability to grow your career.

The Technical Support Team Lead works to ensure timely, effective support to customers. They are primarily responsible for the tactical management of contact center queues and cases, working to ensure these are handled according to required levels of performance, as well as timecard management and the scheduling of resources.

The Team Lead will set an example by displaying customer service best practices and being a subject matter expert on Verisign products. They may be asked to act in the supervisor/manager's place. This position is in a 24/7 support center, and the Team Lead may be required to work nights or weekends and will participate in the on-call rotation for escalations. This role will be Monday-Friday 12:00PM - 9:00PM (subject to change).

The role is primarily supervisory, with approximately:

90% focused on team leadership, workload, workforce planning, and employee development
10% dedicated to handling customer inquiries, technical issues, and escalations

Responsibilities

~2 min read

→Bachelors Degree or equivalent work experience
→2+ years experience managing teams, coaching employees, or serving in a supervisory capacity
→5+ years of technical customer support center or technical helpdesk experience
→Experience supporting corporate clients
→Experience collaborating across business teams to resolve complex, technical issues
→Experience managing multiple priorities in a fast-paced, customer-focused environment
→High aptitude to learn complex technical concepts

This position is based in our Reston, VA office and offers a hybrid work schedule.

The pay range is $99,000 - $134,000.

The anticipated annual base salary range for this position is noted above, however, base pay offered may vary depending on job-related knowledge, skills, experience. Verisign offers a discretionary bonus which is based on individual and company performance, and certain roles may be eligible for discretionary stock awards.

Verisign is an equal opportunity employer. That means we recruit, hire, compensate, train, promote, transfer, and administer all terms and conditions of employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, age, protected veteran status, disability, or other protected categories under applicable law.

Additional Information:
Our Careers Page
Our Benefits Summary
Verisign in the Community
Our EEO Statement
Our Privacy Notice for Job Applicants/Candidates
Reasonable Accommodations

Staffing agency policy: No fees will be paid for unsolicited resumes submitted to Verisign or our employees by third parties.