Shift Lead, Product Support (flexible Schedule Model)

Shift Lead

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements? The Shift Lead will be responsible for ensuring the Product Support team meets defined KPIs to deliver a consistent, positive experience for our customers during their designated shift. The Shift Lead will also be responsible for ensuring there are smooth operational transitions from one shift to another and ongoing customer needs are appropriately addressed. This role will ensure that service levels are effectively managed, and customer expectations are achieved or exceeded. The Shift Lead works closely with the Senior Shift Lead, Support Management and the WFM team, and monitoring that all staff are producing at the expected level and abiding by established guidelines including; attendance, lunchtime, breaks, and all other team metrics. This role will report to the Manager of Product Support. This role operates under the Flexible Schedule Model, with 8-hour shifts scheduled within flexible time windows (6am-12am CEST) to support global coverage (compensation differential applies).

Responsibilities:

• Oversees daily staff activities of the Product Support team
• Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents.
• Monitors and manages Service Level Agreements to set expectations and measure performance.
• Ensures smooth operational transition from one shift to the next to meet teamwide performance goals and ensure ongoing customer needs are addressed.
• Advises management on situations that may require additional support or escalation.
• Manages processes for communicating outage/emergency activities.
• Monitors employee work schedules and provides backup support as needed.
• Monitors and manages the ticket queue and assigns tickets to technicians.
• Ensures escalations coming from various channels are acknowledged, investigated and assigned to a team member ASAP considering the priority of the issue and customer impact.
• Maintains the flexibility to work any shifts or on-call schedules, or other time frames as needed or requested.
• Ensures and follows appropriate policies and procedures are followed for creating, scrubbing, updating, escalating, transitioning, resolving and closing support tickets.
• Maintains close attention to detail for team-wide categorizing and documenting of tickets to ensure accurate reporting and maintenance of historical data.
• Accurately track hours worked daily.
• Commitment to and consistent demonstration of core company values.
• Is flexible to work rotational shifts (including nights, weekends, and public holidays), where shifts rotate or change according to a set schedule published in advance

Preferred Qualifications:

• 2+ years of experience working in Relativity or e-discovery and/or 2+ years of experience working in Technical Customer Support
• Experience with SQL and Windows platform, and/or experience with troubleshooting complex technical issues
• ITIL certification

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience (see experience requirement)
• 3+ years in a role interacting with customers, or equivalent education (see education requirement)
• Experience supporting clients as a primary point of contact using phone and email
• Exceptional customer service, written and verbal communication skills
• Process-oriented with the ability to drive efficiency and strategies for improvement
• Experience with and knowledge of contact centers, workforce management, and meeting service level targets
• Ability to work efficiently under pressure, drive projects to completion and meet deadlines
• Ability to manage multiple projects simultaneously and prioritize based on company and team objectives
• Meticulous attention to detail
• Experience using ITIL methodology

Relativity is a diverse workplace with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they're empowered to be their full, authentic selves, regardless how you identify.

Benefit Highlights:

• Comprehensive health, dental, and vision plans
• Parental leave for primary and secondary caregivers
• Flexible work arrangements
• Long-term incentive program
• Training investment program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

110 000 and 164 000PLN

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Required Skills:

Communication, Database Management, Documentations, Process Improvements, Project Management, Requirements Gathering, Software Implementations, System Administration, Technical Support, Troubleshooting