Vector Solutions serves everyday heroes by delivering intelligent software solutions that empower them to make safer, smarter, better decisions. We believe passionately in providing critical knowledge, when, where, and how they need it. Everything we do - from learning to workforce management to risk reduction and beyond - is done to elevate the safety and success of our clients and the communities they serve. Join our mission.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

Our Customer Care Team Lead is a concentrated focus on providing outstanding customer care in response to all incoming support inquiries in a fast-paced, high volume, customer support environment. This person attentively responds to troubleshoots, and resolves high-level customer reported issues effectively and efficiently. This person serves as the first point of contact for escalations and must engage with customers and as well as internal team members with empathy, curiosity, and care as they seek to provide the best possible experience.

What You’ll Do

• Act as the subject material expert for perspective product(s) for the team

• Lead and develop department training and resources

• Lead training and programming of New Hires of their perspective product(s)

• Assist with Customer Escalations for the department/product

• Assist the Director or Manager of Customer Care in project-based tasks

• Act as high-level contact to customers utilizing communication tools such as phone, email, and chat

• Provide outstanding care by responding quickly to all customer requests, both internal and external, in a professional and timely manner

• Initiate and complete a variety of day-to-day tasks in support of Customer Cares’ efforts to effectively serve customers

• Adeptly utilize internal Customer Relationship Management (CRM) and ticketing tool systems to manage customer support requests

• Develop a strong knowledge of Vector Solutions web-based products and be able to align these solutions to meet the specific needs of each customer

• Assist with administrative tasks and other special projects as needed

• Work with the accrediting bodies of several states on behalf of the customers

• Create customer-facing support articles for our knowledge repository

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Direct unresolved issues or feedback to the next level of support personnel

• Meet defined KPI (key performance indicator) goals.

• Additional duties as assigned.

What You’ll Need

• 3-5+ years’ customer service experience.

• 5-7+ years’ experience of training or leading people and/or programs.

• Previous experience with Salesforce or other customer relationship management software desirable

• Associates or bachelor’s degree in business, communications, education, hospitality, information technology, leadership, management, or related studies desirable.

• Ability to oversee a group of employees and motivate them to do their job efficiently

• Excellent phone and conversational skills in addition to well-developed writing skills

• Customer Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly

• Versatile, resilient, responsive to change, and has a willingness to assist other team members and their needs

• Comfortable working independently with minimal supervision

• Time management, goal setting and prioritization capability

• Thrives working in a team environment including cross-functional teams across departments

• Proficient in browser software, Microsoft Offices suite (Excel, Word, PowerPoint, Office) and the ability to learn additional software

• Ability to adapt to new conditions, assignments, and deadlines

• Proficient in troubleshooting and screen-sharing practices

• Efficient problem-solving and critical-thinking skills utilizing all available tools and information

• Customer experience driven and focused

• Ability to defuse potentially tense situations

• Ability to work rotating shifts and occasional overtime

• Preferred basic understanding of Salesforce and Jira software

• Must be able to wear many hats, have a positive attitude, and desire to take on additional responsibility

• Ability to work during business hours from 10:00 am through 7:00 pm Eastern Standard Time, Monday through Friday, and other hours as needed

What We Value

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.