Team Lead Global Customer Support

Company description

See how Epsilon powers connected marketing by unlocking the full potential of data and identity.

Overview

Purpose 

The Team Lead, Global Customer Support is responsible for the day-to-day leadership, operational performance and 
service delivery of the Global Customer Support function. This role ensures the successful delivery of support 
services through strong operational oversight, customer advocacy, incident management, service management 
disciplines and continuous improvement practices. 

Working closely with Platform Operations, Engineering, Product, Customer Integration Engineering, Customer 
Success and business stakeholders, the Team Lead is accountable for ensuring support services are delivered 
efficiently, Service Level Agreements are achieved and customers receive a consistently high-quality support 
experience. The role provides leadership, coaching and development for a globally distributed team of Global 
Customer Support Specialists and drives operational excellence, knowledge management, process improvement 
and simplification. 

Core Objectives 
• Operational Practices 
• Customer Support and Case Management 
• Customer Experience 
• Incident Management 
• Change Management 
• IT Service Management 
• Leadership and Direction 
• Performance Management 
• Team Capability Development 
• Knowledge Management 
• Process Improvement and Simplification 

Responsibilities

Responsibilities 

Operational Practices 
• Establish and manage day-to-day support operational practices. 
• Ensure support operations are executed efficiently and consistently across regions. 
• Monitor workload distribution, customer demand and resource allocation. 
• Implement proactive solutions for incident and problem detection, response, remediation and continuous 
improvement. 

Customer Support and Case Management 
• Own support case management processes and workflows. 
• Ensure customer issues are triaged, prioritised, escalated and resolved appropriately. 
• Drive a high-quality customer experience through timely communication and clear ownership. 
• Support the growth and adoption of customer self-service capabilities. 

Customer Experience 
• Champion the voice of the customer across the organisation. 
• Partner with cross-functional stakeholders to address recurring customer issues. 
• Drive customer-focused decision-making and service improvements. 
• Ensure support interactions maintain a high standard of professionalism and quality. 

Incident Management 
• Coordinate Global Customer Support involvement during incidents and service disruptions. 
• Drive customer communications during major incidents. 
• Facilitate post-incident reviews and follow-up activities. 
• Partner with Platform Operations and Engineering to minimise customer impact and improve service reliability. 

Change Management 
• Uphold change management processes and procedures. 
• Assess and communicate customer impacts associated with system changes. 
• Support the successful adoption of new features, capabilities and platform enhancements. 
• Ensure customer-facing communication and readiness activities are completed effectively. 

IT Service Management 
• Ensure SLAs and KPIs are consistently achieved. 
• Uphold support workflows and service management practices. 
• Support and enhance incident, request, problem and knowledge management processes. 
• Maintain a strong focus on customer experience and service quality. 
• Support follow-the-sun coverage models and escalation pathways. 

Leadership and Direction 
• Provide leadership, coaching and mentorship to Global Customer Support Specialists. 
• Establish clear performance standards and expectations. 
• Foster a positive, collaborative and customer-centric team culture. 
• Act as a key liaison between Global Customer Support and operational stakeholders. 

Performance Management 
• Monitor and report on support performance and operational metrics. 
• Hold direct reports accountable for achievement of service objectives. 
• Conduct regular coaching, development and performance conversations. 
• Support workforce planning and resource management activities. 

Team Capability Development 
• Develop technical and service management capabilities within the team. 
• Support onboarding and training initiatives. 
• Encourage continuous learning, knowledge sharing and cross-skilling. 

Knowledge Management 
• Ensure support documentation remains current, accurate and accessible. 
• Drive knowledge capture and operational readiness activities. 
• Improve the quality and effectiveness of internal support resources. 

Process Improvement and Simplification 
• Proactively identify opportunities to improve support processes and systems. 
• Drive simplification initiatives that improve customer and employee experiences. 
• Support automation and shift-left initiatives where appropriate. 
• Collaborate with stakeholders to improve support workflows and operational outcomes. 

Personal Capability Building 
• Participate in formal and informal development activities. 
• Maintain awareness of industry trends, technology advancements and best practices. 
• Pursue relevant professional development opportunities and demonstrate a commitment to continuous 
improvement. 

Qualifications

Behavioural Competencies 
Strategic Mindset: Sees future possibilities and translates them into practical plans and actions. 
Manages Complexity: Effectively interprets and navigates complex information and situations. 
Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. 
Ensures Accountability: Holds self and others accountable for achieving agreed outcomes. 
Balances Stakeholders: Considers and balances the needs of multiple stakeholders. 
Plans and Aligns: Prioritises and coordinates work to achieve organisational objectives. 
Collaborates: Builds strong partnerships across teams and functions. 
Instils Trust: Acts with integrity, transparency and professionalism. 
Drives Results: Consistently achieves objectives and delivers outcomes. 
Courage: Addresses difficult situations directly and professionally. 
Builds Effective Teams: Develops high-performing teams through coaching, support and leadership. 

Knowledge, Skills and Experience 
• Demonstrated experience leading customer support or technical support teams. 
• Strong understanding of IT Service Management and ITIL principles. 
• Experience with ServiceNow, Jira or similar service management platforms. 
• Experience supporting SaaS, retail media, advertising technology or cloud-based platforms. 
• Strong stakeholder management and communication skills. 
• Experience managing incidents and customer communications. 
• Experience supporting API-driven and cloud-based technologies. 
• Ability to analyse operational metrics and drive performance improvements. 
• Experience working within globally distributed teams. 
• Strong organisational and prioritisation skills. 
• Proven ability to coach, mentor and develop team members. 

Additional information

When you join Epsilon, we’ll create something EPIC together. We’re a global leader in data and identity, with deep expertise in digital media, clean rooms, customer data platforms, loyalty and marketing services. Positioned at the center of Publicis Groupe, Epsilon helps brands deliver personalized experiences at scale and build lasting customer relationships by unlocking the full potential of data and identity. Epsilon operates in 30+ countries across EMEA, the Americas and APAC, with more than 8,000 employees.

Check out a few of these resources to learn more about what makes Epsilon so EPIC:

Our Culture: https://www.epsilon.com/us/about-us/our-culture-epsilon

Life at Epsilon: https://www.epsilon.com/us/about-us/epic-blog

Epsilon has five values that define our culture and guide us as we create value for our clients, our people and consumers. We seek candidates who align with our company values, demonstrate them and make them meaningful in their day-to-day work:

• Act with integrity. We are transparent and have the courage to do the right thing.
• Work together to win together. We believe collaboration is the catalyst that unlocks our full potential.
• Innovate with purpose. We shape the market with big ideas that drive big outcomes.
• Respect all voices. We embrace differences and foster a culture of connection and belonging.
• Empower with accountability. We trust each other to own and deliver on common goals.

Because You Matter

As an Epsilon employee, you deserve perks and benefits that put you and your wellbeing first.  Our benefits encompass a wide range of offerings, including but not limited to the following: 

• Time to recharge: Additional 5 days annual leave each year after 2 years
• Family Wellbeing: Parental leave policy with up to 18 weeks paid primary carer leave and generous secondary carer benefits based on service Plus additional 5 days paid carer leave to care for your little ones without having dip into your personal leave
• Work Your World program: enabling employees the flexibility to work from anywhere in the world for up to 6 weeks per year. 
• Rewards and recognition: Shop our rewards store front when you receive points
• Extra Perks: Hybrid work arrangements, Gym memberships, Learning & Development opportunities, Employee wellbeing programs (all-in-one psychological, medical & safety needs)

*Epsilon benefits are subject to eligibility requirements and other terms. 

If you don’t tick every box in this ad, please don’t rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who share our values of inclusion, collaboration, adaptability, fearlessness, and integrity, rather than ticking boxes – so if this role resonates with you, please apply.

Diversity. Inclusion. Equity. More than just words, these are part of our DNA. At Publicis Groupe we are committed to the inclusion and recognition of all people; regardless of race, age, culture, ability, ethnicity, gender identity or expression, sexual orientation, marital status and religious affiliation. We believe that to deliver the best solutions to our clients, our people need to reflect the diverse communities in which our clients operate in. We value diversity and the skills, knowledge and experience that difference brings to our culture and solutions. 

Uniqueness is powerful; without it we wouldn’t be where we are today. So be you – we like it that way. 

We are committed to providing reasonable adjustments for people with disability or those that require additional support throughout the application process.  If you need any assistance or adjustments, please contact us via [email protected] - your personal information will be kept confidential.

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