Job Description
Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
As part of the business expansion, an opportunity is available for an experienced Team Leader who will be responsible for leading and managing the Global Product Support Team. In this role, you will ensure a seamless support and resolution experience for issues that are escalated from local support teams (T1) into the Global Innovation Hub.
You will champion delivering the highest levels of customer satisfaction and efficient resolution of technical issues. This role involves strong team leadership, operational excellence and cross-functional collaboration with other departments to ensure a seamless second-line support experience for countries (our customers) supporting clients worldwide.
This is a new role where you’ll have the opportunity to lead on implementing the Global Product Support Model to deliver on our overall operational excellence.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
As part of the business expansion, an opportunity is available for an experienced Team Leader who will be responsible for leading and managing the Global Product Support Team. In this role, you will ensure a seamless support and resolution experience for issues that are escalated from local support teams (T1) into the Global Innovation Hub.
You will champion delivering the highest levels of customer satisfaction and efficient resolution of technical issues. This role involves strong team leadership, operational excellence and cross-functional collaboration with other departments to ensure a seamless second-line support experience for countries (our customers) supporting clients worldwide.
This is a new role where you’ll have the opportunity to lead on implementing the Global Product Support Model to deliver on our overall operational excellence.
Key Responsibilities
Team Management
- Manage, mentor, and train the Global Product Support Team, fostering a culture of problem solving, continuous improvement, accountability and service excellence
- Set performance goals and align KPIs for the team, regularly monitoring and reporting on progress
Escalation Management
- Lead the team to triage product support queries/escalations from first-line support (T1)
- Serve as the point of contact for high-priority or complex customer issues escalated from the T1 support team
- Triage, investigate, and resolve technical issues promptly, ensuring appropriate escalation paths are followed
- Collaborate closely with the T1 support teams of the Business Units (BUs) to provide updates, set expectations, and ensure strong communication throughout the resolution process
- Maintain detailed records of escalations, root causes and resolutions to identify trends and areas for improvement to share with product and engineering teams.
Continuous improvement
- Be proactive in implementing opportunities to reduce escalation volume and work with T1 support to improve first-contact resolution rates
- Engage and maintain relationships with BUs’ support teams to ensure alignment and consistency in support practices
- Work with the Knowledge Base Manager to fill knowledge gaps based on high volume requests and contribute to initiatives to improve knowledge of T1 support teams
Customer Satisfaction and Issue Resolution
- Ensure timely and effective resolution of issues, maintaining high levels of customer satisfaction worldwide
- Ensure issues are responded to and triaged in line with SLAs and continuously monitor and report on performance against them
Collaboration and Cross-functional Communication
- Work closely with product development, engineering, quality assurance, and other departments to relay feedback to inform product improvements
- Act as the primary point of contact and process owner for local support teams (T1) ensuring adherence to the process
Reporting and Data Analysis
- Produce reports and analysis on key support metrics, preparing regular reports for senior management and BUs
- Develop and present actionable recommendations based on support data and feedback
Skills
- At least 2 years of team lead or manager experience managing a support team
- 5+ years of working experience in technical support or a related field
- Strong understanding of SaaS products, software troubleshooting, and cloud technologies
- Experience with support ticketing systems (e.g. Jira Service Desk or Zendesk), CRM software remote support tools, and best practice implementation
- An understanding of the implementation of ITSM in enterprise organisations
- Proven team management and development skills
- Exceptional communicator with strong verbal and written communication abilities
- Strong problem-solving and analytical skills
- Ability to manage high-pressure situations, prioritise tasks and handle tickets effectively
- Strong organisational skills and high attention to detail
The Interview Process
- Screening call with a Talent Acquisition Partner
- Final online interview with a Senior Product Manager and the Director: Product Operations.
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.
We hire BETTER.
Find out more about our approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
