North America Overnight Team Lead, Customer Content Services at Cision Full Time

Duties

• Provide consulting expertise to content editors
• Offer second-level external support to clients
• Provide product knowledge and problem resolution
• Manage copy prioritization hour to hour
• Ensure timely handling of client content
• Primary escalation point for sales teams
• Offer guidance, feedback, and assistance
• Ensure team meets needs of customers and employees
• Motivate team to improve performance
• Provide world-class customer service
• Follow issues to resolution and client satisfaction
• Handle client escalations
• Assist in training and process adjustments
• Coach and develop Distribution team
• Provide ad hoc coaching and feedback
• Identify and communicate training needs
• Assist in scheduling and organizing shifts
• Support development of internal resources
• Liaise with Product, QA, Tech Operations
• Build relationships with interacting teams
• Handle first-level escalations
• Handle Tech Support queries

Requirements

• Previous leadership role experience preferred
• Knowledge of Cision Distribution platforms
• Proven reliability
• Ability to work in high-pressure environment
• Excellent written and verbal communication skills
• Strong troubleshooting and problem-solving skills
• Knowledge of Microsoft Office required