Product Support, Team Leader

Who we are. 
 
At Network Solutions, we’ve been trusted for decades to help people get online and stay ahead. We’ve been here since the beginning of the internet, and we’re still building for what comes next. 

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience. 

The Network Solutions team is here to help online businesses protect what’s theirs and build for tomorrow. That’s why millions trust us to protect their domains, brands, and websites every day. 

What you'll do & how you'll make your mark. 

• Leads by example, inspires, motivates and manages staff, strictly adhering to the companies’ guidelines and expectations 

• Creates an environment orientated to trust, open communication and cohesive team effort 

• Coaches, educates, trains and supervises the team to work together and ensure they’re delivering exceptional customer service 

• Delegate tasks, set deadlines, offers guidance and feedback to Product Support Specialists 

• Helps disseminate any new information to the team and keep them updated with any new products launched or new processes as means to ensure correct updates are given to the customers at all times 

• Monitors the team closely in relation to service standards, productivity and report on metrics 

• Assists and educates agents with any technical challenges and further troubleshooting 

• Takes supervisory/complaints, queries or calls, provided that agents already tried to take call ownership and exhaust all resources 

• Monitors and evaluates overall and individual performance of the agents, providing learning or coaching opportunities, and taking corrective action, if necessary 

• Identifies the needs of the Product Support Associates and mentors them towards development 

• Maintains confidentiality, address personal and team issues sensitively and appropriately 

• Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice 

• Escalates issues urgently, correctly and accurately and follows up unresolved cases 

• Provides accurate and detailed monthly and weekly performance reports 

• Keeps up personal skills by answering calls, chats or tickets on a required basis 

• Analyzes the day-to-day operation, volume of calls, chats and emails in queue and implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved 

• Supports company decisions and policies and effectively relay messages to co-workers 

• Works collaboratively and closely with fellow Team Leaders, Managers and Training Team 

Who you are & what you'll need to succeed. 

•  Must be a regular employee with at least one year of tenure in the current role. 

• Must have no HR, QA, or Workforce-related violations within the past six months. 

• Must have good attendance and performance records for the past six months.  

Why you'll love us. 

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. 

• We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally. 

• We care about you. We are a family, and we care about you and your family's physical and mental health by providing competitive HMO benefits — 200k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more! 

• Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfoId! 

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.