Customer Support Team Lead (Remote)

Title: Customer Support Team Lead

Location: Remote Canada

Reports To: Sr. Manager, Customer Support

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.  

The right candidate for this role will have the skillset to:

• Lead through dynamic thinking and innovation.
• Utilize the tools and resources at their disposal to build process efficiencies and hold all parties accountable to the program’s needs.
• Have attention to detail and an understanding of data analytics.
• Be hyper-focused on efficiency.
• Think beyond the ideas of today to bring about the solutions for tomorrow.
• Be willing to become the subject matter expert within their respective areas.
• Have an ability to coach and teach processes, techniques, and strategies to employees, focused on driving efficiencies.

Responsibilities Include:

• Serves as the day-to-day escalation for all customer support items within the SmartDigital organization.
• Monitors, communicates, and coaches Support Team Members surrounding the goals, performance metrics, and provides accountability in day-to-day activities.
• Oversees Salesforce Cases to ensure proper case structure, appropriate resolution time, and processes are followed.
• Monitors & manages the data flowing into Salesforce to ensure accurate reporting.
  • API connection from the SmartPortal to ensure information is flowing.
  • Manual entry tasks from the customer support team into the CRM.
• Building, maintaining, and monitoring Salesforce dashboards pertaining to Customer Support, Enrollment, & Activation activities.
• Works with SmartDigital Directors, Partner Managers, Vendors, Dealers, Customer Support Agents, and Field Team members to ensure open communication and collaboration exists between all departments for program support and case resolution.
• Organize, coordinate and conduct meetings with program providers on an agreed upon cadence with respect to enrollments, activations and escalation items.
• Host monthly meetings with direct leadership team to provide updates for customer support performance, projects, and open tasks.
• Prepare and host an internal bi-weekly customer support meeting.
• Completes weekly data audits to ensure proper connections for in-program services.
  • CID Numbers – Honda & Acura (Salesforce to Google MCC)
  • Google Spend – Honda & Acura (SmartAnalytics Dashboard and/or Salesforce)
  • Website & Digital Retailing Data – Hyundai, Honda & Acura (SmartAnalytics to Salesforce)
• Completes and sends any client facing enrollment and activation reports with program insights on a consistent basis.
• Assists in providing data for internal and client meetings as needed surrounding enrollments, activations, case category & resolutions in support of program.
• Builds and implements detailed Process Guides to support all Customer Support processes.
• Proficient in Salesforce, reports, analytics, data mining, dashboards, spreadsheets, communication tasks, etc.

Company Mission  

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients’ toughest challenges.   

Our Values  

At J.D. Power, we strive to be Truth Finders, Change Makers and Team Driven - the distinct behaviors that, together, define our unique culture.  

Truth Finders - At J.D. Power, we are proud of the unbiased data and findings we provide. As individuals, each and every member of our team is dedicated to living this same objectivity and embodying the highest ethical and professional standards – the only ‘favorite’ we have is the truth.  

Change Makers - At J.D. Power, we never stand still. We constantly seek better ways – innovating and evolving in everything we do to support our colleagues and our clients alike – and all in service of delivering data and insights that drive meaningful business impact.  

Team Driven - At J.D. Power, we are one team and we are activated. Regardless of individual role, every member of our team is dedicated to supporting their immediate colleagues and our broader J.D. Power family to deliver on our collective purpose and make us greater than the sum of our parts. At J.D. Power, these values are more than words. 

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. 

J.D. Power is an equal-opportunity employer and compliant with AODA/ADA legislation. Should you require accommodations during the recruitment and selection process, please reach out to [email protected]. 

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.