Opportunity Description
CRM Support Team Leader
As the CRM Support Team Leader, you will lead the CRM CC – Digital and AI team BAU support desk. You will be responsible for overseeing a team of specialists in an international environment, ensuring the stability of our Salesforce platform while fostering a culture of continuous improvement and technical excellence.
YOUR RESPONSIBILITIES:
- Team Leadership: Lead, mentor, and coach a team of CRM Support Specialists, conducting regular performance reviews and fostering professional growth.
- Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards.
- Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency.
- Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers and global stakeholders for r...
As the CRM Support Team Leader, you will lead the CRM CC – Digital and AI team BAU support desk. You will be responsible for overseeing a team of specialists in an international environment, ensuring the stability of our Salesforce platform while fostering a culture of continuous improvement and technical excellence.
YOUR RESPONSIBILITIES:
- Team Leadership: Lead, mentor, and coach a team of CRM Support Specialists, conducting regular performance reviews and fostering professional growth.
- Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards.
- Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency.
- Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers and global stakeholders for r...
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