Team Lead - Product Support

Team Lead- Product Support, Customer Service and Support Team

Are you someone who believes that Customer Service, support and relationship are the key drivers of an organization's success? Are you passionate of providing the best customer experience both internally as well as externally and a great communicator? If yes, then this might be the right opportunity for you to help you contribute to the growth of the leading business solution provider (Thomson Reuters- Great Place to Work Certified) through our legal and tax products .

This role assists with day to day management of customer support. This role is a blend of management and hands on operational duties, such as responding to customer queries and taking calls. A key requirement of the role is to take a proactive approach to maintaining knowledge, skills and being abreast of what both customers and staff are experiencing.

About the role:

In this role as a Team Lead- Product Support, you would be involved in:

• Manage a team of Technical support employees.
• Coach staff to deliver excellent customer service.
• Maintain and improve key performance measures
• Proactively manage customer issues and may act as the first level escalation for the team.
• Deliver key projects to improve customer service. Proactively contribute ideas to the Management Team.
• Recruit and select staff that will fit within the team and meet key criteria for the role.
• Ensure staff understand and are adhering to procedures.
• Work with the team to reduce the volume and time of outstanding service requests.
• Assist the team in providing a memorable and positive customer experience. This may include taking calls during peak periods.
• Complete call assessments and coaching targets for team.
• Exchange information and share knowledge with other team members to maximize knowledge and effectiveness of the Customer Support team as a whole.
• Accept additional projects or areas of responsibility to improve performance.
• Work closely with Sales, Client Service Managers, Global Account Managers and Development to address critical issues that may have a larger impact on the customer relationships
• Facilitate Development meetings communicating issues to Dev, and also new enhancements back to the floor
• Work closely with training and instructional designers to build and evolve training materials
• Identify gaps/process changes needed and implement changes
• Collaboration with Training and Workforce Management
• Create product specific feedback reports for various product development team

• Sound appreciation and knowledge of Thomson Reuters data and products, their use and applicability to the markets they are intended to serve.
• An ability to anticipate the impact of changes to systems and data services etc. on customers.
• Well-developed problem-solving and decision-making skills.
• Ability to communicate effectively both verbally and in writing.
• Practical understanding of performance measurement statistics and using them to drive high performance. Some knowledge of project management techniques.
• Specific Skillset: Customer Experience (CX); Customer Queries; Customer Service; Decision Making; Microsoft Office; Microsoft Word; People Management; Product Support; Team Management; Technical Support; Time Management; Work Management
• This role requires you to work in Night shifts: 9:00 pm-6:00 am. It can also change to 6:30 PM to 3:30 AM, 07:30 PM to 04:30 AM, 08:00 PM to 05:00 AM as per business needs.
• 8 + years of related Work Experience (Note: 1-2 Years of Team Handling experience towards customer facing role working in US hours.)
• Work Mode: Hybrid (3 days a week- mandatory Work from office- might differ as per business needs/deliverables)

• Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.