Team Lead, Customer Triage

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

Your role:

As a valued member of our Customer Support Team, you will be the face and voice of Global Relay. Excelling in this role means providing the customer with a seamless experience in terms of assisting our customers and ensuring their services run correctly and smoothly. These responsibilities require independent and team-based analyses, initiative and good judgment, communication and problem solving while working with little supervision. This role puts you in the front seat with new challenges to conquer each day, allowing you to provide strong analytical and problem-solving skills for the customers.

The Customer Triage Team is a specialized team that assists with Support case queue management and triaging of tickets to ensure a faster turnaround and response times. The team is also responsible for customer contact management and bespoke tasks such as our ad-hoc bulk user management requests and advanced customer reporting. We are continually evolving to meet customer and business needs.

As the Team Lead, you are responsible for overseeing the operation of all team duties. You will ensure cases are being triaged and managed as efficiently as possible, while maintaining a high level of accuracy. The role will be focused on day-to-day management of incoming support tickets, as well as overseeing the customer contact management processes and our custom user import/reporting, to ensure a high success rate. The Team Lead will have a strong focus on the professional development of Customer Triage personnel in all offices worldwide. Successful candidates will have a great opportunity to participate in the evolution of the team.

Your responsibilities:

• Oversee day-to-day operations, requests and workflow queues to ensure all cases and inquiries are triaged and responded to properly and efficiently
• Identify, establish and manage process improvements to enhance customer support, with a strong focus on efficiency
• Conduct regular 1:1 check-ins and support goal setting in accordance with team objective through ongoing feedback and coaching
• Act as an escalation point for complex customer issues and support the team with resolving them
• Collaborate with other teams where needed to ensure customers receive exceptional support.
• Review knowledgebase content from the team and provide feedback and direction
• In conjunction with department manager: Identify the skills that are needed to improve the team, including training existing staff and hiring new members for the team.

About you:

• 3+ years of proven leadership experience
• 5+ Years experience in customer facing roles
• 3+ years in SaaS implementations or equivalent experience
• Project coordination and management experience
• Exceptional attention to detail and multi-tasking, with the ability to learn and adapt in a fast-paced and ever-changing environment
• Strong communication skills, both verbal and written
• Possess foundational knowledge of TCP/IP networking principles, with a strong understanding of domains, email protocols, and message flow
• Technical customer service or customer call center experience, particularly in leadership capacity
• Experience with Salesforce Service Cloud, Jira, and Confluence specifically within a high-volume customer support environment
• Detail-oriented, system-driven, technical mindset with a passion for operational excellence
• A growth-oriented leader who can think strategically and execute successfully
• Strong knowledge of MS Office Suite
• Soft skills: curious, empathetic, teamwork-oriented, clear communication, humble, proactive, passionate and innovative

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background. 

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program. 

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.