About the team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.
About the role
As the Technical Customer Support Manager, you’ll report to the Head of Technical Support for North America and lead, recruit, coach, and develop a 1L Tech Support Team. You’ll handle employee performance management, training & development, and reporting. You’ll also be responsible for effectively completing projects and tasks through project and stakeholder management, working closely with the other SA Technical Support Manager, as well as the Technical Support Manager in REPH.
Responsibilities
- Leading and developing a multi-functional team of Technical Support representatives, fostering a "winning team" culture and customer-centric approach.
- Managing performance and development plans, providing coaching and support, identifying and addressing performance issues, and encouraging innovation within the team.
- Tracking and analyzing team performance data, identifying opportunities for improvement, and driving operational outcomes and regional success.
- Ensuring proactive and consultative relationships with all business units supported, continuously exploring opportunities for partnership and growth.
- Managing multiple projects simultaneously, reprioritizing as necessary, and driving key initiatives for process improvement and efficiency.
- Developing and implementing support plans to meet service level objectives and metrics and manage day-to-day operations.
- Championing diversity, representing, and proactively planning succession to improve customer outcomes.
- Ensuring adherence to best practices, governance, and relevant policies and procedures, while challenging the status quo for better outcomes.
Requirements
- Hold a Bachelor’s degree or equivalent, with 2+ years of experience coaching in a customer support environment.
- Possess strong process, technical, and analytical skills, with the ability to break down complex problems and find optimal solutions.
- Coordinate internal and external resources to escalate issues and influence business, product, and service direction.
- Deliver results within timelines, build professional relationships, and ensure timely project completion through cross-functional collaboration.
- Be detail-oriented, well-organized, and able to prioritize tasks, solve problems, and involve additional resources as needed, with strong listening skills and openness to feedback.
- Be proactive, with the ability to listen, plan, execute project deliverables, and lead through influence.
- Demonstrate entrepreneurial spirit, nurturing strong internal and external relationships, with the ability to work independently and take ownership.
- Show strong organizational, motivational, and team-building skills, capable of addressing complex challenges and working nontraditional hours to support a global team.
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave
About the Business
LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.
LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: , or please contact 1-855-833-5120.
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