About Us We are a global leader in records and information management, data centers, and asset lifecycle management. With 225,000 customers worldwide, we provide expert solutions that help preserve valuable artifacts, extract more value from inventory, and protect data privacy. Our Mission We believe everyone has the potential to uncover new ways of thinking and solving problems. Our mission is to preserve what our customers value most while transforming the digital landscape and respecting the environment. The Role You will lead a team providing timely, quality service and total customer satisfaction. You will work closely with the supervisor to maintain business standards, health and safety, and personnel issues within the team. 1. Lead the team to deliver high-quality service and meet customer expectations. 2. Support the supervisor to maintain all business standards, health and safety, and personnel issues within the team. 3. Ensure prompt completion of all service requests by customers. 4. Maintain accurate records and reports for the team/site. 5. Implement workflow procedures and processes within the team. 6. Research and resolve service issues and implement solutions. 7. Communicate goals and strategies to drive business performance. 8. Investigate and problem-solve questionable data/reporting. 9. Support supervisory team in recruitment and staff development. 10. Manage staff attendance and overtime, addressing poor attendance promptly. 11. Coach and guide direct reports to deliver excellent customer service. 12. Supervise workloads, contribute to setting team targets, and manage poor conduct. 13. Develop and maintain a positive culture within the team. 14. Cordinate staff training and ensure subordinates follow procedures. 15. Support supervisor in maintaining facilities and ensuring employee health and safety. 16. Analyze service delivery performance using KPIs and implement improvements. 17. Assist with system conversions and ongoing developments. What We Offer You'll be part of a global workforce that embraces diversity and inclusion. We encourage you to grow professionally and personally. Clean Title: Customer Service Team Lead