Support Team Lead

Career Opportunities:
Support Team Lead (11117)

Requisition
11117
-Posted - Years of Experience (2)
- Consulting
- Where (1)

Arlanis Reply isthe

Reply Group company specializing in Salesforce implementations. Our experience extends not just to the delivery of a single instance of Core Salesforce, but to complex environments which span the entire Salesforce Sprint stack(Sales Cloud, Service Cloud, Experience Cloud, Pardot, Marketing Cloud,Commerce, TABCRMandMulesoft). Our proposition is much more than that of just a systems integrator. The implementation and design of elegant systems should be considered a minimum standard.

We like to think we offer value over and above,working help define strategies that will deliver upon their keyobjectivesthus informing the right design decisions to be made, enabling sustainable growth and demonstrable ROI on their technology investment. Our goal is toenablenot to embed.

As a Support Team Lead you will be responsible for managing the Support Team ensuring all cases are resolved within SLAs. You will be ready to support the team in resolving any issues and solving problems, and where needed take on cases. You will be a key contact for clients holding weekly/monthly meetings to ensure client satisfaction with the service.

• Lead and manage a team of Support Consultants, serving as the primary point of contact for the support team.
• Provide technical support and guidance to resolve customer issues, including handling complex cases and escalations.
• Organise team shift patterns and manage on-call support coverage to ensure continuous support availability.
• Collaborate with other teams, such as development and implementation, to address customer issues promptly and effectively.
• Monitor and track team performance and customer satisfaction metrics, ensuring high service standards.
• Conduct regular team meetings, providing coaching, feedback, and performance updates to team members.
• Deliver regular reports and updates to management and clients on team performance, case metrics, and customer satisfaction.
• Advise clients on quarterly releases, enforced updates, and hold regular catch-up meetings to maintain strong client relationships and ensure best practices in customer support.

• Bachelor’s degree in computer science, information technology, or a related field.
• Extensive experience with Salesforce administration and support.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to work well under pressure in a fast-paced environment.
• Salesforce certification(s) (e.g., Salesforce Administrator, Advanced Administrator) preferred.
• Knowledge of integration platforms (e.g., Mulesoft) and experience in the automotive sector are desirable.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.