Customer Support Team Lead

East Moline, IL, USA Req #4715
Wednesday, March 10, 2021
TownNews, a digital media solutions provider for news media and broadcast is looking to add a Customer Support Team Lead. An ideal candidate will have previous experience serving in a leadership role as well as experience in Customer Service, Relationship Management, Account Management, or a similar discipline. We’re looking for a candidate that has the technical aptitude and ability to learn new software programs as well as an empathetic, positive attitude and a strong desire to help our partners reach their goals. 

Customer Team Leads will:
Work in a fast-paced environment that emphasizes critical thinking and collaboration while providing mentorship, training, and daily oversight to our Customer Support Team
Work with the CS team, and individual CSRs as necessary, to help foster a “solutions first” approach to customer support

 Work with the Director of Client Services to establish an effective internal QA program that will identify and improve weakness while simultaneously developing the strengths of individual CSRs

Work with the Director of Client Services to establish and refine department processes and workflows

Create and maintain internal process-oriented documentation for the CS team

Provide an initial point of  escalation for CSRs

Act as a partner advocate working directly with our Solutions Support team, as well as other internal TN teams, to ensure that solutions are provided to our partners 

Bachelor’s degree; 2+ years of experience providing application and IT support
Knowledge of CMS Platforms (BLOX CMS and WordPress experience is a plus)
 Ability to prioritize issues and work at an efficient pace, which may include multi-tasking
Strong work ethic and extraordinary attention to detail
Ability to communicate effectively with customers and all levels of the organization
Strong analytical and problem-solving skills

TownNews offers a competitive salary, great benefits, and the opportunity for successful employees to develop within a growing technology company.  TownNews equips more than 2,000 local media organizations with digital and broadcast services and guidance to transform their business models and flourish in the digital age. Our tools and expertise in print, digital, video, OTT, and advertising enable forward-thinking media organizations in dynamic markets to efficiently engage their audiences, increase security and grow revenue. TownNews is majority-owned by Lee Enterprises.  More information at EOE

Other details

  • Pay Type Salary
  • East Moline, IL, USA