Tier 2 Support Team Lead

WalkMe pioneered the Digital Adoption Platform (DAP) to transform the user experience in today’s overwhelming digital world.

Using analytics, engagement, guidance, and automation, WalkMe’s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website.

As a Team Lead, you will directly lead a team of Tier 2 Support Agents and report to the Global Manager of Tier 2.

You will promote strategic plans, determine teams’ goals, make data-driven decisions, and identify pain point areas.

You will always work toward improving agent engagement, and skill development within the team.

What You’ll Do:

• Manage team performance, ensure goals are being hit, and act on internal/customer feedback about team quality of work.
• Promote an understanding of the WalkMe products and features to ensure the team is maintaining advanced knowledge.
• Address support-related concerns and be the customer-facing front for any major issue.
• Work with company partners to enhance internal processes to achieve end-to-end service excellence.
• Work with our enablement team to promote onboarding and knowledge enhancements.
• Provide feedback to appropriate departments to promote product changes to help reduce support volumes.

What You Need to Succeed:

• 5+ years of experience working in SaaS Technical Support Experience.
• 1+ years of people management experience of a technical team.
• A passion for providing an outstanding service experience to every customer.
• An inquisitive attitude focused on creating an open, productive, trust-based team dynamic.

What You’ll Love About Us!

• Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums, a 401K program, and a vacation policy to encourage a healthy work-life balance.
• WalkMe offices are Work From Home during COVID-19 with frequent virtual social activities to promote positive employee engagement
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey’s, Quest Diagnostics and more!

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business.

We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

We’ve made this commitment not only because it’s the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients.

While we’re not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining.

And at WalkMe, we achieve our goals.

TO ALL RECRUITMENT AGENCIES:

WalkMe does not accept agency resumes.