Team Lead, Customer Support

Job Description:

We're open to hiring for this position in the following states: CA, NV, OR and WA

Rakuten Advertising

Rakuten International oversees 7 businesses with over 4,000 employees globally. The brand is recognized for its leadership and innovation in e-commerce, digital content, advertising, entertainment and communications, bringing the joy of discovery and access to more than 1 billion members across the world. Our teams deliver on the company's mission to delight merchants and customers through innovation, optimism, and teamwork.

Rakuten Advertising provides advertising technology and consumer insights to the world's leading brands and retailers. Working with agencies and brands around the world, Rakuten Advertising unites technology, client strategy and consumer insights to deliver advertising experiences that drive increased brand awareness and marketing performance. With access to Rakuten's diverse media properties and audiences, combined with an award-winning performance network and proprietary consumer research, Rakuten Advertising creates the right conditions to reach new customers and sustain long-lasting loyalty.

• Work closely with support agents and leads to encourage and ensure high performance team-wide.
• Interface and collaborate with other support teams (Tier 2, Writing team) to ensure appropriate product and process knowledge is shared across the larger support team.
• Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts.
• Support company and Rakuten group people initiatives as well as process improvement and automation.

• Compile and provide reports on a weekly and monthly basis.
• Maintain and be able to speak to KPI's to upper management.
• Ensure best-in-class support outcomes - CSAT, first response time, and resolution times to drive continuous improvement, etc.

• Responding to escalations from support agents in a timely manner, aiding with specific tickets and client concerns.
• Encourage learning and growth of the support agents with guidance in daily touch points.
• Creating/updating team SOP documentation and providing refreshers to the team as needed.
• Responding to customer queries in a timely and accurate way.
• Identifying customer needs and helping customers use specific products and features.
• Effectively communicating complex technical concepts and principles with a wide ranging technical and non-technical audience.
• Document, investigate, triage, and report to technical team, system bugs and issues through our issue tracking system.
• Monitor ticket/issue status to the point of resolution, ensuring compliance to team SLAs.
• Collaborate with technical writing team, requesting new/updated content when needed and
  review content as subject matter expert.
• Active participation in process improvement and automation initiatives.
• Work closely with product team members to improve systems and make enhancements to our products for our customers.
• Maintain knowledge and understanding of Rakuten Advertising tracking solutions and services.

• 4-year college degree or equivalent professional experience
• 2+ years' experience with a mix of customer and technical support
• Prior experience managing and coaching a team of Customer Support employees
• Experience as point of escalation for one's team
• Excellent written and verbal communication skills
• Ability to interface with multiple teams and multiple levels of management
• Good organizational, multi-tasking, and time-management skills
• Strong analytical and organizational skills
• Experience with Microsoft Office (Word, Excel, Powerpoint, and Outlook)
• Strong commercial awareness; understands the impact of decisions on Company's short and long-term goals; shows good judgement

• Experience with ecommerce and online advertising desired
• Familiarity with Jira and Zendesk ticketing platforms